Customer Service Team Lead
3 weeks ago
Job Summary
This role is responsible for leading a team of Consumer Services Specialists, providing ongoing training, support, and quality monitoring to improve performance. The ideal candidate will have a strong understanding of Contact Center programs and systems, as well as excellent communication and leadership skills.
Key Responsibilities
- Act as a subject matter expert and maintain up-to-date knowledge of Contact Center programs and systems.
- Provide ongoing training, support, and real-time quality monitoring of Consumer Services Specialists.
- Handle escalated calls, including complaints, from Consumer Services Specialists and escalate to the Call Center Supervisor for resolution as needed.
- Meet Quality Assurance (QA) and other key performance metrics.
Requirements
- High School diploma or equivalent or Associate degree with years of experience.
- Works on a variety of assignments requiring considerable judgment and initiative.
- Skilled in handling challenging communications with external contacts for escalated matters.
About Us
Demo - Maximus is a leading provider of business process management and technology solutions. We are committed to helping government agencies improve outcomes for citizens and increase productivity, accuracy, accountability, and efficiency.
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