Customer Service Team Lead

2 weeks ago


Dallas, Texas, United States CornerStone Staffing Full time

CornerStone Staffing is seeking a motivated and experienced Call Center Supervisor to lead our dedicated team of customer service professionals.

In this role, you will play a vital part in ensuring the smooth operation of our call center, providing exceptional support to our clients, and fostering a positive and productive work environment.

Responsibilities:
  • Team Leadership & Management: Guide and mentor a team of customer service representatives, setting clear expectations, providing ongoing feedback, and recognizing outstanding performance.
  • Operational Excellence: Oversee daily call center operations, ensuring adherence to established procedures and protocols. Monitor key performance indicators (KPIs) and implement strategies to enhance efficiency and productivity.
  • Quality Assurance: Maintain high standards of customer service by conducting quality assurance reviews, identifying areas for improvement, and providing coaching to team members.
  • Training & Development: Develop and deliver training programs to new hires and existing staff, ensuring they possess the necessary skills and knowledge to excel in their roles.
  • Problem Resolution: Effectively address customer inquiries, complaints, and concerns, striving for timely and satisfactory resolutions.
Qualifications:
  • Proven experience as a Call Center Supervisor or similar role within a fast-paced environment.
  • Strong leadership skills with the ability to motivate and inspire a team.
  • Excellent communication, interpersonal, and problem-solving abilities.
  • Proficiency in Microsoft Office Suite.
  • A commitment to providing exceptional customer service.


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