Team Lead

Experience Required

4 - 20 years

Minimum Education Required

High School Diploma/G.E.D.

Compensation

$7.25 / hourly

Hours Per Week

40

Number Of Positions

1

Work Schedule and Shift Requirements

First (Day)

Job Description

Job Summary

Assist manager with day-to-day management of call center employees. Provide direction and guidance to less experienced call center personnel. Monitor service levels, ensure adequate coverage and assist supervisor with staffing issues. Act as escalation point for resolving customer issues.

Job Description

Oversee a team of Customer Service Representatives who handle customer service inquiries and problems

Monitors operations to ensure adherence to service level standards and company/department policies and procedures

Acts as an escalation point for resolving customer issues

Evaluates the quality of representatives' calls and provides feedback on strengths and areas for improvement

Provides input for performance appraisals

Provides coaching and mentoring to less experienced call center personnel.

Takes calls in the queue as needed

Ensures new representatives are set up with appropriate software and systems

Recommends streamlining opportunities and process improvements

May communicate with clients, vendors and other departments to ensure quality service delivery and customer satisfaction

May be responsible for training Customer Service Representatives

May serve as a backup to the supervisor in their absence

Other related duties assigned as needed

Requirements

High school diploma or equivalent

Minimum4 or more years of experience in a call center environment

At leastone year in a senior level job

Knowledge of the company's products, services

One or more years of financial services experience is preferable

and business operations to enable resolution of customer inquiries

Excellent customer service skills that build high levels of customer satisfaction

Excellent verbal and written communication skills

Computer navigation and operation skills

Demonstrates effective people skills and sensitivities when dealing with others

Ability to work both independently and in a team environment

Firstsource is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace. The company participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's I-9 to confirm work authorization.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.

Job Type

Full time

Benefits Offered

Not specified

Veteran Preference

No

Place of Work

On-site

Requisition ID

22565