Call Center Team Lead

1 month ago

Greenville, North Carolina, United States Camping World Holdings, Inc. Full time
Job Title: Call Center Supervisor

This role is crucial in ensuring that the high standards of service by Good Sam and its partners are consistently delivered, providing a seamless and positive customer journey. As a proactive team, you will take measures to mitigate potential at-risk roadside events, ensuring that the intent of the program and company expectations are met. You will collaborate closely with internal teams and external partners to facilitate prompt and effective resolutions for our members during roadside events. Your ability to adapt to complex situations and clearly communicate your decision-making process will be essential for success in this role.

Key Responsibilities:
  • Ensure that all roadside assistance requests are handled promptly and accurately, monitoring real-time via various platforms and reviewing cases to mitigate any at-risk situations.
  • Monitor executive email distribution lists for VIP escalations, directing, communicating, and determining resolution to deescalate situations as needed.
  • Provide guidance, coaching, and process improvement recommendations to address inefficiencies or gaps in procedures, always keeping the customer journey and experience at the forefront.
  • Lead development sessions for new hires, agents, leads, and other supervisors, aimed at enhancing performance and elevating customer service standards.
  • Collaborate with service providers to ensure the most effective course of action is taken promptly and accurately to deliver a definitive resolution.
  • Work alongside Dispatch and other departments to maintain seamless communication and ensure that all services are coordinated efficiently.
  • Maintain composure during high-stress situations and provide a voice of reason to our agents and members.
Qualifications:
  • High school diploma or equivalent required; bachelor's degree in business or related field preferred.
  • 3+ years of experience in customer service or call center environments, with at least 1-2 years in a supervisory or leadership role.
  • Working knowledge of roadside assistance operations and service-level agreements.
  • Exceptional problem-solving and decision-making abilities, with the capability to handle complex and high-pressure situations.
  • Advanced communication and conflict resolution skills, with the ability to handle escalated issues professionally.
  • Excellent organizational and multitasking skills, with attention to detail and time management.
  • Familiarity with roadside assistance operations, call center software, CRM systems, and office 365 applications.
  • Experience in roles that required high emotional intelligence, being able to demonstrate strong self-awareness, empathy, and interpersonal skills to effectively manage emotions, resolve conflicts, and foster positive relationships.
Work Environment:

Call center environment with supervisory responsibilities over a team of Intake Agents and Leads. May require working during peak hours, including evenings, weekends, or holidays.

Reports to: Director of Operations

General Compensation Disclosure:

The pay range for this role considers several factors in making compensation decisions, including but not limited to skill sets, experience, and training. At Camping World, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the factors stated. A reasonable estimate of the current range is listed below.

Pay Range: $44,745.00-$61,488.75 Annual

In addition to competitive pay, we offer Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on-the-job training opportunities. Full-time associates are offered a comprehensive benefit package, including medical, dental, vision, and more. Part-time associates are offered access to dental and vision coverage. For more information, please visit: www.mycampingworldbenefits.com

We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.

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