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Call Center Team Lead
2 months ago
Boss Truck Shops, Inc. is seeking a highly skilled Call Center Supervisor to lead our team of customer service representatives. As a key member of our operations team, you will be responsible for managing the day-to-day activities of our call center, ensuring that our customers receive exceptional service and support.
Key Responsibilities- Team Management: Supervise and coordinate the activities of team employees, working closely with the Call Center Manager to achieve team goals and objectives.
- Performance Metrics: Develop and implement measurement standards to assess team performance, identifying areas for improvement and implementing sustainable solutions.
- Staffing and Scheduling: Plan and manage shift operations, ensuring adequate staffing levels to meet customer demand.
- Customer Service: Provide friendly and competent customer service, responding to customer inquiries and resolving issues in a timely and professional manner.
- Reporting and Analysis: Generate daily, weekly, monthly, and quarterly reports on team performance metrics, customer calls, resolution status, and historical trends.
- Training and Development: Collaborate with the Call Center Trainer to develop and implement process and procedures, ensuring that team members have the skills and knowledge needed to provide exceptional customer service.
- Additional Duties: Assist with other duties as assigned by management.
- Education and Experience: 3-4 years of customer service and dispatching experience in a call center environment, with 1-2 years of supervisory experience.
- Skills: Microsoft Office knowledge, customer service software, 30+ WPM, event management, AS400, VOIP phone system knowledge.
- Soft Skills: Reasoning ability, problem-solving, excellent verbal and written communication skills, customer focus, ability to learn quickly, strong management skills, organized, detail-oriented, ability to dissolve conflict and diffuse situations, patience, thorough follow-up, and ability to multitask.
