Call Center Lead

Responsibilities
Answering Calls: Respond to incoming calls promptly and professionally, using polite tone, proper grammar, and clear diction.
Customer Support: Research and troubleshoot customer inquiries related to photo enforcement programs within communities.
Documentation: Update the Check system daily with accurate and detailed call comments.
Issue Escalation: Notify the Call Center Manager of escalated issues in a timely manner.
Transaction Assistance: Provide customer support for completing credit card transactions for violation payments.
Communication: Check work email and other company communication channels daily.
Team Collaboration: Identify team issues and concerns, suggesting resolutions to the Call Center Manager.
Training and Monitoring: Assist the Call Center Manager in training and monitoring Call Center Representatives for their phone calls, Check notations, and reports.
Hiring and Onboarding: Support the Call Center Manager in the hiring process, onboarding, training, and development of Call Center Representatives.
Performance Appraisals: Participate in employees' annual performance appraisals and issuing disciplinary warnings.
Additional Duties: Perform other duties as assigned.
Skills
Customer Service: Excellent customer service skills, including handling inbound calls in a call center environment.
Technical Proficiency: Proficient in using computers, Microsoft Office, and other relevant software.
Bilingual: Ability to communicate effectively in multiple languages is a plus.
Top Skills
Customer Service
Computer proficiency
Microsoft Office
Additional Skills & Qualifications Soft Skills
Direction Following: Ability to follow directions accurately.
Task Prioritization: Comfortable with prioritizing various tasks.
Constructive Criticism: Ability to take constructive criticism well and apply feedback.
Multi-tasking: Capable of multi-tasking and staying organized.
Team Player: Friendly and cooperative, with a willingness to help others and learn.
Critical Thinking: Strong critical thinking skills.
Conflict Resolution: Ability to deal with irate or difficult customers and resolve conflicts effectively.
Experience Level
Entry Level
Pay and Benefits
The pay range for this position is $19.25 - $19.25/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Lombard,IL.
Application Deadline
This position is anticipated to close on Apr 24, 2025.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.