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Call Center Team Lead

2 months ago

Denver, Colorado, United States EverDriven Technologies LLC Full time
Job Title: Call Center Supervisor

EverDriven Technologies LLC is seeking a highly skilled Call Center Supervisor to lead our Custom Care Team in an in-bound call center environment. As a key member of our team, you will be responsible for delivering top-notch customer service while meeting performance goals.

Key Responsibilities:
  • Coach agents in best practices to respond to customer inquiries using scripts, dialogues, or talking points and how to identify opportunities to improve the internal and external customer experience
  • Align with Customer Operations Leadership to establish, monitor, and coach to department-specific KPI dashboard
  • Assist in the training of new-hires and provide continuous education to the team with the goal of providing consistent, excellent customer experience
  • Handle a high-volume of incoming client/driver calls with a high level of professionalism
  • Enter customer information into the data entry system
  • Dispatch drivers to the client location
  • Problem-solve transportation issues and properly document transactions
  • Ability to de-escalate customer concerns and/or issues
  • Read/understand maps and other geographical software
  • Effectively communicate via telephone, email and messaging applications with a wide variety of customers, clients and employees
  • Ability to cross-train and help in other areas between call volume peaks
Requirements:
  • High school diploma, general education degree, or equivalent
  • Bilingual fluency in Spanish and English, preferred
  • 2 years' experience supervising a call center team, with emphasis on mentoring, skill development, and quality assurance
  • Skilled in de-escalations w/ the ability to stay calm when customers are stressed or upset
  • Proficiency with technology and navigating multiple applications at a time
Benefits:
  • Medical, Dental, Vision insurance
  • Virtual Doctor Visits with $0 Co-Pay
  • Life Insurance (company paid)
  • Short Term Disability Insurance (company paid)
  • Long-Term Disability Insurance (company paid)
  • Paid Time Off (PTO)
  • Paid Holidays
  • Paid Time to Volunteer
  • Flex Spending Account (FSA)
  • 401K Plan (with an awesome employer match)
  • Employee Assistance Program
  • Employee Discounts Program

EverDriven Technologies LLC is committed to building a workplace where inclusion is not only valued but prioritized. We're proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, disability, age, or veteran status, or any other non-merit based or legally protected grounds.