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Limited Services Call Center Team Lead

2 months ago

McLean, Texas, United States MAXIMUS Full time
About the Role

We are seeking a highly skilled and experienced Call Center Supervisor to join our team at Maximus. As a Call Center Supervisor, you will be responsible for leading a team of customer service representatives and ensuring that they provide exceptional service to our clients.

Key Responsibilities
  • Team Leadership: Supervise and manage a team of customer service representatives to ensure that they meet their performance goals and provide excellent service to our clients.
  • Quality Assurance: Monitor and evaluate the quality of service provided by the team and implement processes to improve performance.
  • Training and Development: Provide training and coaching to team members to ensure that they have the skills and knowledge needed to perform their jobs effectively.
  • Operational Management: Manage the day-to-day operations of the call center, including scheduling, staffing, and workflow.
  • Customer Service: Provide exceptional customer service to our clients, responding to their inquiries and resolving their issues in a timely and professional manner.
  • Communication: Communicate effectively with team members, management, and clients to ensure that everyone is informed and aligned.
  • Problem-Solving: Identify and resolve problems that arise in the call center, including technical issues, customer complaints, and team performance issues.
Requirements
  • Education: Bachelor's degree in a related field, such as business administration, communications, or a related field.
  • Experience: At least 3 years of experience in a call center or customer service role, with a minimum of 1 year of supervisory experience.
  • Skills: Excellent communication and leadership skills, with the ability to motivate and inspire team members. Strong problem-solving and analytical skills, with the ability to identify and resolve complex issues. Proficient in Microsoft Office and other software applications.
  • Certifications: Certified Customer Service Representative (CCSR) or Certified Call Center Manager (CCCM) certification preferred.
What We Offer
  • Competitive Salary: A competitive salary and benefits package, including health insurance, retirement savings plan, and paid time off.
  • Opportunities for Advancement: Opportunities for career advancement and professional growth, including training and development programs.
  • Collaborative Work Environment: A collaborative and supportive work environment, with a team of experienced professionals who are passionate about delivering exceptional customer service.