Call Center Lead

1 month ago

Lombard, United States TEKsystems Full time

Description:

• Answers incoming calls in a timely and professional manner using a polite tone and good grammar and diction.

• Researches and troubleshoots customer inquiries related to the photo enforcement programs within the communities.

• Notates RedCheck system daily with accurate detailed call comments.

• Notifies Call Center Manager of escalated issues on a timely manner.

• Provides customer support in completing credit card transactions for violation payments.

• Checks work e-mail and other company communication channels daily. • Identifies team issues and concerns and suggests their resolution to Call Center Manager.

• Assists Call Center Manager in training and monitoring Call Center Representatives for their phone calls, RedCheck notations and reports.

• Assists Call Center Manager in the hiring process of Call Center Representatives, their onboarding, training and devolvement.

• Participates in employees’ annual performance appraisals and issuing disciplinary warnings.

• Performs other duties as assigned.

Skills & Qualifications:

Soft Skills:

-Need to take constructive criticism well, it’s meant to help and not hurt

-Take feedback and apply it

-Be able to multi-task and stay organized

-Friendly

-Team player

-Critical thinker

-Ability to deal with irate or difficult customers

-Ability to conflict resolution

-Willingness to help others and learn

Example Interview questions/Important Soft Skills needed:

-Walk me through a time that you have trained others

-Tell me a time that you have given feedback, and received feedback (What was the feedback and how did you take it?)

-Tell me a time that you coached someone or taught them a new task

-Tell me your experience with outlook and email communication

Experience Level:

Intermediate Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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