Customer Service Team Lead

6 days ago


Miami, United States CDR Maguire Inc. Full time

Job Summary:

Candidate will assist remote agents as they answer questions, handle daily concerns, and provide support. They will continue to support agents after training by monitoring their progress, reviewing agents unavailable status, and providing with ongoing coaching opportunities to meet Contact Center KPIs (80/20 5% abandoned rate).

Key Responsibilities:

  • Provide excellent customer service
  • Schedule weekly/bi-weekly meetings with team members
  • Ability to multi-task in a fast-paced environment
  • Must be able to work in a flexible schedule as needed
  • Listen to calls to ensure Call Quality Standards are met
  • Complete IT escalation cases and daily call monitoring report within 72 hours or less
  • Must be able to travel during disaster and/or deployment activation

Requirements:

  • Strong leadership and communication skills
  • Ability to analyze data and make informed decisions
  • Experience in customer service or contact center operations
  • Ability to work in a team environment


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