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Onsite Call Center Team Lead

2 months ago

Highland Park, Michigan, United States Qualfon Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Supervisor to lead our call center team at Qualfon. As a key member of our operations team, you will be responsible for ensuring exceptional customer service delivery, team performance, and efficiency in our call center operations.

Key Responsibilities
  • Team Management: Manage team schedules, including shifts and breaks, to ensure coverage during peak call volumes.
  • Customer Support Oversight: Handle escalated customer calls and complex issues, providing resolutions and exceptional service.
  • Data Analysis and Reporting: Analyze call center performance data, including KPIs and the balanced scorecard, and generate reports for management.
  • Problem Resolution: Assist team members in investigating and resolving customer complaints or issues.
  • Training and Development: Coordinate training sessions and ongoing development programs for call center team members.
  • Policy Adherence: Ensure all team members are familiar with and adhere to company policies, including call handling, data security, and customer privacy.
Requirements
  • Customer Service Background: Possess a minimum of 5 years of customer service experience, demonstrating a strong understanding of customer needs and expectations, with a minimum of 2 years of call center supervisory experience.
  • Team Leadership: Showcase a track record of delivering exceptional customer experiences and leading high-performing teams.
  • Communication Skills: Demonstrate strong verbal, oral, and written skills to effectively communicate with team members and customers.
  • Problem-Solving: Possess strong analytical and problem-solving skills to resolve complex customer issues.
  • Leadership: Foster a positive team culture and encourage professional development.
Qualifications
  • Education: Bachelor's degree in Business Administration, Communications, or related field.
  • Experience: Minimum of 5 years of customer service experience, with at least 2 years of call center supervisory experience.
  • Skills: Strong communication, leadership, and problem-solving skills.
What We Offer
  • Competitive Salary: We offer a competitive salary and benefits package.
  • Opportunities for Growth: We provide opportunities for professional growth and development.
  • Collaborative Environment: We foster a collaborative and inclusive work environment.