Customer Service Team Lead

Overview

Full Time
• Boca Raton

We are searching for a dedicated, supportive Customer Service Team Lead who can coach and motivate a small call center of 5 employees s as they field calls from clients. The Customer Service Team Lead will hire employees and assist in the training process, ensuring that every rep is well prepared for their calls. They will continue to support reps after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration.

You should be supportive, and prepared to act a resource to reps.

This is an on-site position in Boca Raton, FL

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products
• Ensuring reps understand and comply with all call center objectives, performance standards, and policies
• Answering rep questions regarding best practices or difficult calls
• Identifying operational issues and suggesting possible improvements
• Monitoring and evaluating rep performance, providing learning or coaching opportunities, and taking corrective action, if necessary
• Preparing reports and analyzing data to assist management as they determine call center goals
• Working with other supervisors and management team members to support reps and maximize customer satisfaction
• Assist in the formulation of targets for individuals and teams
• Anticipate escalation and take over calls when needed
• Devise ways to optimize procedures and keep staff motivated
• Measure performance with key metrics such as call abandonment, calls waiting etc
• Ensure adherence to policies for attendance, established procedures etc
• Keep management informed on issues and problems
• Prepare monthly/annual results and performance reports

• High School Diploma
• Call center, customer service and supervisory experience preferred
• Proficiency with technology, especially computers, software applications, and phone systems
• Exceptional verbal and written communication skills
• Ability to coach, train, and motivate employees and evaluate their performance
• Excellent problem solving, leadership, and customer service skills
• Analytical, efficient, and thorough
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
• Working knowledge of MS Office and CRM software