Customer Service Operations Supervisor

1 week ago


Elk Grove Village, Illinois, United States Lehman Consulting and Recruiting Full time
Job Overview

Position Summary:

At Lehman Consulting & Recruiting, we are excited to help you discover your ideal career opportunity. Our mission is to support you in achieving your professional aspirations while fostering a sense of community and belonging. Join us to unlock your potential and enjoy competitive compensation in a family-oriented environment.

We are currently seeking a Call Center Team Lead to oversee a dedicated team of 10-15 customer service agents. The successful candidate will be instrumental in nurturing a vibrant and motivated team culture that promotes enthusiasm and success.

Job Benefits:

  • Competitive hourly wage of $20-21
  • Fully remote work arrangement
  • Standard 8-hour work shifts
  • Opportunities for career advancement and professional growth
  • All necessary computer equipment provided

Key Responsibilities:

  • Analyze and present call center data and statistics, ensuring accuracy in reporting and database management.
  • Organize, prioritize, and delegate workflow tasks to maintain operational efficiency.
  • Guide representatives through complex customer interactions and provide support for unresolved issues.
  • Inspire, mentor, and evaluate team members while monitoring performance metrics and key performance indicators (KPIs).
  • Develop strategies for managing high volumes of incoming calls and client communications to meet business service level agreements (SLAs).
  • Conduct monthly one-on-one performance reviews and feedback sessions.
  • Oversee the management of call systems and campaigns, collaborating with IT for enhancements.
  • Work alongside other leaders to improve overall client satisfaction and success rates.

Qualifications:

  • High School Diploma (mandatory)
  • Proven experience in leading teams of at least ten individuals
  • Strong understanding of call center metrics and experience in guiding teams to achieve KPI targets.
  • Exceptional customer service skills with the ability to coach representatives according to client needs.
  • Effective time management skills (essential)
  • Proficiency in Microsoft Office, SharePoint, Windows OS, and CRM systems.

About Lehman Consulting & Recruiting:

We are proud to be an equal opportunity employer. All qualified candidates will be considered for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.



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