Customer Service Team Lead
1 week ago
Job Summary:
The City of Atlanta is seeking a highly skilled Call Center Operations Manager to oversee the daily activities of our call center team. This role is responsible for ensuring customer satisfaction, achieving departmental objectives, and implementing strategies to improve customer service quality and efficiency.
Key Responsibilities:
- Manage and coordinate the daily activities of call center agents, ensuring accurate and timely execution of tasks.
- Monitor and evaluate agent performance metrics, including call quality, scheduled adherence, and productivity.
- Conduct regular team meetings and one-on-one coaching sessions to update agents on performance metrics, processes, and procedures.
- Maintain accurate records of agent performance and corrective action.
- Collaborate with Workforce Management to schedule coaching and training to enhance agents' skills and performance.
- Track and analyze call center key performance indicators (KPIs) and service levels.
- Identify trends, issues, and opportunities for improvement.
- Resolve customer inquiries, escalations, and complaints promptly and effectively.
- Develop and implement strategies to enhance customer satisfaction and employee retention.
- Identify and address process inefficiencies to improve productivity and service quality.
- Collaborate with other departments to streamline operations and enhance the customer experience.
- Contribute to the development and implementation of call center policies and procedures.
- Ensure compliance with City of Atlanta and DCS policies.
Requirements:
- Strong leadership and team management abilities.
- Excellent communication, problem-solving, and decision-making skills.
- Ability to analyze data and make informed decisions.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Ability to work under pressure and handle challenging situations.
- Experience with call center technology, including CRM systems, telephony software, and performance monitoring tools.
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