Team Leader

About the Role

The Team Lead serves as a subject-matter expert on all call-center processes and policies. This is a split role that combines team leadership with training responsibilities. The position supports inbound and escalated calls referred by Customer Service Professionals and oversees their behavior during floor support.

Responsibilities

• Accept and resolve escalated calls, emails, or chats referred from Customer Service Professionals.
• Assist Customer Service Professionals with escalated customer calls to maintain quality-assurance standards.
• Coach Customer Service Professionals on technical aspects of calls based on QA monitors, client feedback, and performance metrics (e.g., average handle time).
• Oversee Customer Service Professionals’ behavior during floor support, including schedule adherence and proper use of statuses.
• Escalate repeated behavioral issues and policy violations to the team manager.
• Provide front-line support to Customer Service Professionals, answering complex questions about transactions, product knowledge, client policies, and system use.
• Act as a subject-matter expert for multiple brands.
• Research and troubleshoot escalated calls with customers and Customer Service Professionals; implement the best course of action to resolve issues and drive first-call resolution.
• Perform duties of Customer Service Professionals during high call-volume periods as needed and resolve customer inquiries effectively.
• Meet and exceed quality and customer-satisfaction goals to ensure customer retention and uphold company values and standards.
• Escalate issues or immediate needs to management that may impact the department and/or client.
• Make recommendations to the management team regarding continuous process improvement to pinpoint and resolve problems, reduce errors, and prepare for marketing drives, procedural changes, new product rollouts, and system changes.
• Abide by corporate policies and procedures in all aspects of employment; handle confidential information appropriately.
• Foster a positive, successful, and professional work environment.
• Resolve operational and interdepartmental problems quickly.
• Perform other related duties as assigned by management.

Requirements

• High School Graduate or equivalent.
• Minimum of 1 year of previous experience as a call-center representative.
• Previous supervisory/leadership experience preferred.
• Experience servicing S2G clients preferred.
• Some college preferred.

Skills

• Excellent knowledge of customer applications.
• Proficiency with personal computers, including Microsoft Word software.
• Working knowledge of Excel, PowerPoint, and other Microsoft Office products.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills.
• Demonstrated proficiency in effectively interacting with customers and employees; able to handle de-escalations to a positive end.
• Ability to rapidly acquire a thorough knowledge of clients’ processes and procedures; ability to effectively communicate those processes and procedures through training.
• Ability to appropriately handle confidential information.
• Flexible with regards to work schedule.
• Bilingual is a plus.

Physical Requirements

Light Work Examples: Work performed primarily while sitting at a workstation; frequently operating a computer keyboard and other office equipment; frequently accessing documents which may involve bending, stooping, lifting, and reaching; occasionally walking and standing to assist Customer Service Professionals.

Requires working weekends, evenings, and holidays as needed.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.