Customer Service Center Lead

2 weeks ago

Homestead, Florida, United States PRIDE Enterprises Full time
Job Overview

POSITION SUMMARY:

The role involves overseeing the operations at the PRIDE Enterprises Contact Center, ensuring effective management of inmate personnel while maintaining high standards of customer service and operational efficiency. Compliance with established guidelines and procedures is essential.

KEY RESPONSIBILITIES:

  1. Assess and enhance the performance of team members, providing necessary coaching and development.
  2. Instruct inmate workers on operational tools and techniques, emphasizing safety and quality standards relevant to the industry.
  3. Supervise daily activities, ensuring productivity benchmarks are met and addressing any operational challenges.
  4. Ensure team members fulfill their job responsibilities effectively.
  5. Conduct interviews for new program participants and manage onboarding processes.
  6. Train incoming agents to ensure they are well-prepared for their roles.
  7. Handle escalated customer inquiries and issues.
  8. Serve as a liaison with correctional facility staff, ensuring adherence to institutional regulations.
  9. Analyze performance metrics and adherence to schedules for team members.
  10. Act as a resource for process improvements, quality assessments, and customer engagement strategies.
  11. Communicate relevant program updates to stakeholders.
  12. Demonstrate proficiency in CRM/Oracle and PRIDE Enterprises systems.
  13. Provide structure and lead with integrity and enthusiasm.
  14. Manage payroll processes for inmate workers.
  15. Undertake additional responsibilities as assigned by management.
  16. Collaborate with facility personnel to ensure compliance with institutional policies during logistics operations.

QUALIFICATIONS:

  1. Education: High School diploma or equivalent required; 2-3 years of supervisory experience preferred. Experience in customer service and call center environments is advantageous.
  2. Communication Skills: Strong verbal, written, and electronic communication abilities.
  3. Mathematical Skills: Basic mathematical proficiency.
  4. Analytical Skills: Ability to train inmates in production and administrative tasks while coordinating resources effectively.
  5. Technical Skills:
  • Proficient in computer applications, particularly Microsoft Office.
  • Ability to keep up with technological advancements and service offerings.
  • Experience in quality control and management.
  • Supervisory experience with a focus on team development.
  • Time management and performance oversight.
  • Knowledge of safety protocols.
  • Ability to promote teamwork and collaboration.
  • Detail-oriented approach.

ADDITIONAL SKILLS: Strong leadership and interpersonal skills, effective time management, and a dependable, adaptable demeanor.

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