Customer Service Team Lead

2 weeks ago


Wichita, Kansas, United States The LaSalle Group Full time
Job Title: Customer Service Team Lead

We are seeking a highly skilled Customer Service Team Lead to join our team in Wichita, KS.

About the Job

This is an entry-level position that requires managing call volumes and ensuring service level agreements are met.

Key Responsibilities
  • Manage call volume, daily attendance, and program break schedules to ensure optimal staffing levels
  • Monitor agent status in real-time using tools like CMS and Nice WFM
  • Assist in creating metrics and targets for service delivery
  • Conduct hourly/bi-hourly intraday reporting and manage real-time schedules, including break and lunch optimization
  • Collaborate with operations teams to analyze and enhance delivery processes
  • Generate ideas for process and service improvement
Requirements

The ideal candidate will have preferred experience with call center management software such as Avaya, Cisco or NICE inContact.

A strong Excel skills and proficiency in Microsoft Office applications (Word, Outlook, PowerPoint) are also required.

Proven problem-solving skills, with the ability to identify root causes and implement solutions are necessary.

Detail-oriented and organized with excellent time management skills are essential.

The salary for this position is estimated to be around $60,000 per year, based on national averages for similar positions in the US.



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