Call Center Team Lead (In-Office)

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back Transformation approach. Front2Back uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients. Job Description Schedule: Must be flexible to work M-F 8am-5pm, Tues-Sat 8am-5pm, and M-F 10am-7pm Location: South side of San Antonio, TX 78235 (100% ON-SITE) Summary In the role of Account Supervisor, your responsibility is to oversee and motivate the Outreach and Loyalty teams, who are tasked with supporting account managers within our clients’ internal teams. Your team will closely collaborate with Marketing Sciences, Sales, Contract Management, and other stakeholders to analyze high-risk customers, playing a crucial role in reducing churn and safeguarding our revenue through exceptional communication and strategic engagement for Business Market and Public Sector customers. This position is vital for maintaining seamless account operations, supporting client relations, and fostering team success. Essential responsibilities for this white glove service include managing the team, tracking performance, solving problems, and ensuring effective communication with higher management. As this is a brand-new program, flexibility is a non-negotiable in this role; the ideal candidate will be willing to adapt to the changing demands of our business. Key Responsibilities Include: Serving as a liaison between the account management support team, account managers, and other departments (e.g., Sales, IT, Operations) Assisting account managers with client onboarding, account maintenance, and issue resolution, including technical or account assistance. Handling escalated client issues and ensuring timely and effective communication with clients. Working collaboratively with the team and other departments to provide solutions to challenges Document customer interactions thoroughly using CRM tools to ensure alignment and visibility Knowledge of and adherence to telemarketing laws Supporting the onboarding experience and assisting new hires with acclimating to the company culture Supervising, mentoring, and coaching account management specialists. Assigning tasks, setting performance goals, conducting regular team meetings, and timekeeping. Providing training and development opportunities for new and existing team members to enhance their skills and knowledge in account management and related areas Tracking team performance against key metrics, identifying areas for improvement, and implementing strategies to enhance efficiency and customer satisfaction. Soft Skills: Ability to convey information accurately and efficiently to both internal team members and external stakeholders, both verbally and in writing Ability to manage multiple priorities, meet deadlines, and maintain accurate records Adaptive to changing situations in a competitive market Ability to identify and resolve complex client issues and make sound decisions using strong analytical and problem-solving skills Required Qualifications: White Glove Customer Service: 1-2 years Team Lead Experience: 3+ years Project Management: 2+ years Data Analytics: 2+ years Familiarity with CRM systems such as Salesforce or Workflow Manager (WFM), and tools like Microsoft Office Experience working in Loyalty/Retention programs with a high understanding and performance with loyalty tools such as Compass & Mysolutions Preferred Qualifications: Technical and Public Sector customer experience: 1+ years Previous experience working in a Secure Workspace (SWS) type environment or white room (no pen, paper, mobile or electronic devices, etc.): 1+ years Experience troubleshooting hardware, software, applications, network, and device issues Experience in a similar role: 1+ years 401(k) Health insurance Paid time off Vision insurance Application Question(s): Please provide best email address to reach you at. By submitting your application, you agree to work one of the following shifts as needed: M–F 8am–5pm, Tues–Sat 8am–5pm, or M–F 10am–7pm. Additional Information At Mphasis, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances, be abreast with the latest happenings in technology world and enjoy a satisfying work life balance. With the current opportunity, you will get to work with the team that has consistently been setting benchmarks for other deliveries in terms of delivery high CSATs, project completion on time and being one of the best teams to work for in the organization. You get an open and transparent culture along with freedom to experimentation and innovation Equal Employment Opportunity Mphasis is an equal opportunity/affirmative action employer committed to a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability or genetic information, gender identity or national origin. #J-18808-Ljbffr Digital-Ris