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Operations Team Lead

2 months ago

Williamsville, Illinois, United States LaSalle Network Full time

Job Summary

The Call Center Operations Supervisor will oversee a team of collections specialists focused on providing quality customer service. This individual will manage an international team while ensuring compliance and quality service, in addition to strategically growing the team.

Key Responsibilities

  • Supervise, train and motivate call center staff to achieve performance targets and deliver exceptional customer service
  • Monitor and analyze call center metrics and performance reports to identify trends, areas for improvement and training needs
  • Develop and implement processes and procedures to enhance operational efficiency and customer satisfaction
  • Handle escalated customer issues and complaints, providing solutions and ensuring resolutions are satisfactory
  • Participate in hiring and onboarding processes, ensuring the call center is appropriately staffed and equipped to handle customer inquiries
  • Conduct regular quality assurance checks and audits to ensure adherence to company standards and policies
  • Prepare and present regular reports on call center performance, including key performance indicators (KPIs) and recommendations for improvements
  • Collect and analyze customer feedback to identify opportunities for improvement and implement necessary changes
  • Ensure that all operations comply with company policies, industry regulations and legal requirements

Requirements

  • Bachelor's degree in Business Administration, Management or a related field preferred
  • 3+ years of experience in call center management or a similar role
  • Experience in a business to consumer industry required
  • Strong leadership, coaching and motivational skills
  • Ability to analyze data and generate actionable insights
  • Proficiency in call center software and tools