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Call Center Team Lead
1 month ago
Call Center Team Lead Opportunity at Perfect Home Services
Join the team at Perfect Home Services, a highly reputable HVAC and plumbing company that has been serving the Chicagoland area for over 30 years. We pride ourselves on our commitment to excellence and customer satisfaction. As a Call Center Team Lead, you will play a crucial role in maintaining our high standards, leading a team dedicated to providing exceptional service. If you’re passionate about customer care and thrive in a dynamic environment, we’d love to hear from you
Responsibilities:
- Manage and oversee all aspects of the call center, including staff management, performance and daily operations.
- Train, coach, and mentor staff to ensure they meet performance targets and deliver high-quality customer service.
- Monitor key call center metrics, including call volume, wait times and call source scores.
- Develop and implement strategies to improve call center efficiency, productivity, and customer service.
- Proactively generates new business through outbound sales activities.
- Created and manage outbound scripts and campaigns to optimize customer engagement.
- Manage and resolve customer complaints and escalations in a timely and professional manner.
- Analyzes staffing needs to ensure employees are best utilized during peak and slow times.
- Collaborate with other departments to ensure seamless operations and customer service delivery.
- Keep up-to-date with industry trends and best practices to continuously improve call center operations.
Requirements:
- Five (5)+ years of experience in call center management
- One (1)+ year of experience in HVAC, plumbing, electrical, or construction.
- Proficient in Microsoft Office and call center software.
- Bachelor’s degree in business administration or related field (preferred but not required).
- Excellent leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving skills.
- Ability to work in a fast-paced and dynamic environment.
- Experience with customer service management software such as Service Titan is a plus.
Please submit your resume for consideration.
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