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Contact Center Sales and Service Team Lead
2 months ago
We are seeking a highly skilled and experienced Contact Center Sales and Service Supervisor to join our team at Frontier, Inc. As a key member of our customer-facing organization, you will be responsible for leading a team of sales and service consultants to deliver exceptional customer experiences and drive business results.
Key Responsibilities- Leadership and Coaching: Provide guidance, coaching, and development opportunities to team members to ensure they have the skills and knowledge needed to excel in their roles.
- Performance Management: Monitor and analyze key performance indicators (KPIs) such as net revenue, revenue per call, and customer satisfaction to identify areas for improvement and develop strategies to address them.
- Quality Assurance: Conduct regular quality checks to ensure that team members are meeting or exceeding quality standards and provide feedback and coaching to improve performance.
- Process Improvement: Collaborate with cross-functional teams to identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
- Customer Engagement: Foster strong relationships with customers to understand their needs and preferences and develop strategies to meet or exceed their expectations.
- Experience: Minimum of three (3) years of customer service experience, preferably in a sales and service environment.
- Education: High school degree or equivalent required; college degree preferred.
- Skills: Strong leadership and coaching skills, excellent communication and interpersonal skills, ability to analyze data and make informed decisions, and a passion for delivering exceptional customer experiences.
- Competitive Salary: Salary range of $42,000 to $123,000.
- Benefits: Comprehensive benefits package, including medical, dental, vision, and prescription drug coverage, 401(k) match, and paid time off.
- Professional Development: Opportunities for career growth and professional development, including training and education programs.
