Call Center Team Lead

4 weeks ago


Irving, Texas, United States Financial Staffing Resources, Ltd. Full time
Job Summary

Financial Staffing Resources, Ltd. is seeking a skilled Call Center Supervisor to lead our team in delivering exceptional member service. As a key member of our operations team, you will be responsible for supervising daily call center activities, ensuring high-quality service levels, and coaching team members to enhance their skills.

Key Responsibilities
  • Lead a team of customer service representatives, providing guidance and support to ensure excellent member experience.
  • Monitor and analyze call center performance metrics, identifying areas for improvement and implementing strategies to enhance service levels.
  • Develop and implement training programs to enhance team members' skills and knowledge, focusing on cross-selling opportunities and member service.
  • Collaborate with other departments to resolve member issues and improve overall service consistency.
  • Stay informed about industry trends, lending practices, and compliance regulations to ensure the team's knowledge is up-to-date.
Requirements
  • 3 to 5 years of experience in a supervisory role, preferably in a financial institution.
  • Strong leadership and communication skills, with the ability to motivate and coach team members.
  • Knowledge of financial services, consumer lending practices, and data analytics to improve team performance.
  • Proficiency in data analysis and problem-solving, with the ability to troubleshoot issues and implement solutions.
  • Bilingual in Spanish is a plus.
Why Join Us?
  • Be part of a member-focused organization that prioritizes exceptional service.
  • Opportunities to grow and develop your leadership skills in a dynamic and supportive environment.
  • Make a real impact by helping members achieve their financial goals.


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