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Customer Service Team Lead

2 months ago

Rockville, Maryland, United States Hendall Inc. Full time
{"title": "Call Center Supervisor", "description": "Job Summary

We are seeking a skilled Call Center Supervisor to provide leadership and guidance to our customer service representatives. The successful candidate will be responsible for ensuring excellent customer service, meeting program objectives, and adhering to established procedures.

Key Responsibilities
  • Assist in formulating targets for individuals and teams
  • Plan and direct workflow and project assignments
  • Oversee call volume to ensure service standards are met
  • Conduct hiring, training, and evaluation of staff
  • Provide guidance and feedback to staff
  • Anticipate escalation and take over calls when needed
  • Measure performance with key metrics such as call abandonment and calls waiting
  • Ensure adherence to policies for attendance and established procedures
  • Keep management informed on issues and problems
Requirements
  • Associates degree or 4 to 6 years of relevant experience
  • Proven experience as call center supervisor or similar supervisory position
  • Experience in customer service is essential
  • Proficient in English and Spanish both written and oral
  • Working knowledge of MS Office
  • Tech savvy with knowledge of telephone equipment and relevant computer programs
  • Excellent organizational and leadership skills
  • Ability to work under pressure
  • Bilingual - Spanish (preferred but not required)

Hendall Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

", "lang_code": "en-US"}