Customer Service Team Lead

Job title: Customer Service Team Lead Location: Temple, TX Education: High School Diploma Experience: 2+ years of experience in a Customer Service Role Role and Responsibilities : Exhibit the Culture of Performance and Core Values; Teamwork, Integrity, and Excellence by regularly applying as guiding principles in the decisions and actions chosen based on Reason, Record, and Circumstance. Interacts with customers via telephone, chat, SMS and e-mail, must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse. Communicate with client on an ongoing basis on people, performance and processes including weekly and quarterly reviews. Work closely with each individual to ensure they are meeting required standards for quality and productivity based on pre-defined KRA's Accomplishes team results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and motivating employees; coordinating, and enforcing system policies, procedures, and productivity standards. Responsible for the day-to-day application of organizational policies and procedures. Recognizes and recommends operational improvements to increase agent performance. Be actively involved in floor support. Handle Customer Service calls when the business requires. Participate in calibration sessions, weekly operations call, monthly and quarterly business reviews and knowledge sharing sessions as required. Recognizes, conveys, promotes, and sells products and service value with a consultative approach. Analyze stats and trends to identify root cause and implement corrective actions where required. Proactively report concerns with team, process, systems, etc. to supervisor Monitor agents on a weekly basis to ensure compliance to predefined processes and procedures. Act as an escalation contact for his / her agents and ensure that their concerns are addressed. Interview and select new hires for the program that meets the business requirements. Monitors performance of staff members according to established standards. May participate in hiring decisions and conduct performance appraisals. Regular, consistent, and punctual attendance. Handle supervisor and/or font line calls when required Other tasks and duties as assigned by the leadership team. Required and Desired Skills: Strong phone presence with exemplary customer service and de-escalation skills Able to coach and motivate in accordance with the company's performance culture Detail oriented Familiar with contact center tools, systems and methodologies Strong MS office skills, including Word, Excel and PowerPoint Adaptable to swift program changes, developing the skills in proactive critical thinking and problem solving Knowledge and interested with Electronic/gadgets devices preferred Follow us on LinkedIn to know about our latest job openings. Submit the form below to apply Name(Required) Email(Required) Phone(Required) Do you have a high school diploma?(Required) YesNo Do you have Team lead experience in a call center environment?(Required) YesNo How many years of Team Lead experience do you have?(Required) 12-24 Months24+ Months Do you live 25 miles or less from Temple, TX ?(Required) YesNo Will you need to schedule any time off within the next 90 days?(Required) YesNo Are you willing to submit to a required background check?(Required) YesNo Current Location?(Required) Attach Resume(Required) Accepted file types: pdf, docx, doc, Max. file size: 10 MB. Δ Job Level1-2 Years Apply Online Attach Resume Submit