Call Center Team Lead

3 weeks ago

Jersey City, United States Enlightened, Inc. Full time

***

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:

- Oversees and manages a team of customer service representatives, ensuring compliance with company guidelines, particularly related to the quality of service.
- Monitor and review calls or other correspondence between representatives and customers.
- Keep representatives informed of changes to company products and services.
- Prepare monthly reports summarizing the assigned customer service team's performance.
- Train personnel in their assigned functions and responsibilities, evaluating their performance.
- Provide and maintain approved sign-in sheets for each shift and ensure all Contractor’s personnel sign in using the electronic hand-key recognition system.
- Assist CSRs with technical issues related to electronic equipment, computer hardware and software, telephones, and any other items required by PATH, providing enhanced knowledge of systems.
- Ensure prompt compliance with orders, instructions, directions, and information given in writing or orally by the Manager regarding the performance of services under this Contract.
- Provide exemplary service to passengers who have escalated their issues to their position and, when necessary, make PATH aware if further assistance is required.
- Coordinate between PATH and the New York City Transit Authority to "Hotlist" all PATH products that are being disputed by customers through their credit card companies.
- Provide detailed reports to the CSC Manager to be used in determining the information reported on the monthly operations report, ensuring the accuracy of Cards distributed, replaced, claims received, number of all Cards created or replaced.

**EDUCATION AND WORK EXPERIENCE**:

- Bachelor’s Degree preferred or 120 credit hours. Required: Associates or 60 credit hours
- 1-2 years of supervisory experience in a customer service capacity, high volume call center experience required.
- Excellent leadership, management, and supervisory skills.
- Excellent verbal, written, interpersonal and listening communication skills.
- Extensive knowledge of product structure, and as it relates to customer service policies, procedures, and principles.
- Organized, with attention to detail.
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor; escalates serious issues to management as necessary.
- Ability to coach and mentor customer service representatives and create an environment of teamwork and collaboration.
- Proficient in Microsoft Office Suite or related software; CRM
- Intermediate EXCEL Proficiency
- Ability to multitask, prioritize, and manage time effectively.
- This job description is not intended to be and should not be construed as an all-inclusive list of responsibilities, skills, or working conditions associated with this position. While this job description is intended to reflect the position's activities and requirements accurately, management reserves the right to modify and/or remove duties as necessary._

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