Call Center Team Lead

3 weeks ago

Burr Ridge, Illinois, United States Accel Entertainment Full time

About the Role


Unlock Your Potential with Accel Entertainment

We're the nation's premier Gaming Terminal Operator, revolutionizing the gaming experience. As a Service Solutions Supervisor, you'll be at the forefront of innovation, leading a dynamic team to deliver exceptional customer experiences.


Key Responsibilities

  • Lead and manage a high-performing team of service solutions representatives, fostering a positive and collaborative work environment.
  • Monitor and evaluate team performance, providing constructive feedback and coaching for continuous improvements.
  • Train and equip new service solutions representatives with the skills needed for day-to-day responsibilities.
  • Dispatch service calls efficiently to Gaming Service Technicians, ensuring timely resolution of technical issues.
  • Manage medium to high volume in-bound customer and location calls, documenting cases and guiding resolution.
  • Handle escalated customer issues promptly, ensuring satisfactory resolution.
  • Aid in handling escalated calls in partnership with field management.
  • Develop and track departmental Key Performance Indicators focused on customer satisfaction, including response times, dispatching accuracy, and soft skills.
  • Assess logistic aspects of technicians, customers, and locations across the state of Illinois.
  • Maintain updated status logs to ensure proper and timely dispatch of calls.
  • Brief your team on new initiatives, targets, and company changes in policies.
  • Update team on policies and procedures for call routing and prioritization, ensuring that calls are handled in a timely and efficient manner.
  • Review daily time logs to ensure employee's time is accurately recorded and completed.
  • Ensure accurate documentation of technician hours and job acceptance.
  • Exceed customer service level commitments for response times, product knowledge, and problem resolution.
  • Collaborate with the Service Solutions Team for efficient operations and a professional atmosphere.
  • Continuously seek process improvement and elevate customer satisfaction.
  • Utilize tools like Microsoft Outlook, Salesforce, Field Service Lightning, Bomgar, FortiClient, & VNC Viewer for seamless operations.


Requirements

  • Proven experience in a call center environment.
  • 2-3 years in a supervisory or leadership role.
  • Oversees daily department tasks and delegates to assigned team members.
  • Flexible, adaptable, and able to handle changing priorities and work schedules.
  • Proficient dispatching skills in a real-time call center environment.
  • Requirement to work nights and weekends.
  • Minimum one-year certificate from college or technical school, or equivalent combination of education and experience.
  • Proficient in Microsoft Word, Outlook, Excel, and Salesforce.
  • Adaptable to working in a fast-paced environment.
  • Experienced in conducting individual 1on1's, Team Huddles, Quarterly and Year End Reviews.
  • Demonstrated ability to remain calm in challenging scenarios with irate customers/locations.
  • Excellent organizational skills and attention to detail.
  • Strong written and verbal communication skills.
  • Ability to grow and develop a team.
  • Versatility, flexibility, and willingness to adapt to changing protocols and tasks.
  • Commitment to reliability, punctuality, and availability for evenings and weekends.


Join the Accel Entertainment Team

Be part of the excitement – where innovation meets entertainment

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