Customer Service Team Lead
1 month ago
SUMMARY: Assist the Supervisor in the call center operation in accordance with policies and procedures. Ensure smooth call center operation during shift.
ESSENTIAL FUNCTIONS:
- Monitor the operation in accordance with policies and procedures.
- Train and coach team members in conjunction with supervisor.
- Responsible for shift schedule to include, work station assignments/rotations with supervisor.
- Coordinate production startups, shutdowns, and changeovers with supervisor.
- Responsible to meet shift goals.
- Responsible for quality control.
- Make adjustments as necessary during shift to maintain compliance within specifications.
- Operate within standard operating procedures (SOPs).
- Communicate with Supervisor.
- Ensure a clean and safe work environment.
- Complete shift paperwork.
- Assist in assigned department as necessary.
- Other duties as assigned.
QUALIFICATIONS REQUIRED:
- Strong reading, writing, and arithmetic skills required.
- Computer literate with the ability to learn customer service software applications.
- Duties require professional verbal and written communication skills
- Ability to type 30 wpm.
- Work requires willingness to work a flexible schedule including days, nights, holidays and weekends.
QUALIFICATION
- High school diploma or equivalent.
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