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Call Center Lead

3 months ago

Minneapolis, United States Rust Consulting Full time

Job Title: Call Center Team Lead - In-office position

Job Summary:


The primary responsibility of the Call Center Team Lead is to support the call center team in achieving the success of each project within defined scope, schedule, cost, and quality. This role involves providing leadership, implementing procedures, ensuring adherence to policies, maintaining productivity, and delivering exemplary customer service.

Essential Functions and Responsibilities:

  • Follow and meet Key Performance Expectations (KPEs) for the role.
  • Prepare and implement procedures and processes for the call center.
  • Maintain regular communication with call center supervisors and managers.
  • Provide exemplary customer service to callers.
  • Ensure adherence to call center policies and maintain staff productivity.
  • Monitor call queue and handle escalations.
  • Maintain employee attendance records and ensure compliance with attendance expectations.
  • Act as the team expert for call center projects and stay updated on changes to procedures and scripting.
  • Foster positive relationships with CSRs, supervisors, and managers.
  • Assist CSRs with call questions or escalations as needed.
  • Participate in call center training on new cases as directed by leadership.
  • Communicate client issues affecting results to supervisors or managers.
  • Assume any call center role as needed to ensure departmental success.
  • Ability to work flexible hours as required for supervisory project coverage.
  • Perform any other duties as assigned.

Minimum Job Qualifications/Experience:

  • High school diploma or equivalent.
  • Minimum of 1 year of Rust call center experience, with demonstrated ability to handle multiple projects simultaneously.
  • Strong attention to detail and ability to communicate effectively both orally and in writing.
  • Proficiency in creating and maintaining spreadsheets in Excel.
  • Ability to learn and retain large quantities of case-specific information.
  • Excellent organizational skills, including multitasking and prioritization in a fast-paced environment.
  • Thorough understanding of call center technology and internal applications.
  • Strong leadership skills and ability to lead by example.
  • Working knowledge of Microsoft Office Suite.
  • Strong analytical and reporting skills.
  • Exceptional customer service skills.
  • Flexibility in work schedule to accommodate business needs.
  • Positive and professional attitude.

Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.