Team Lead, Customer Service​/HelpDesk

Recruitment Manager at Harris & Harris

Due to volume, I do not respond to Recruitment related DM's on my profile.

The Toll
Collections Team Lead is responsible managing, mentoring, training, and assisting associates in our call center, while leading the team to success via achieving KPI’s.

Schedule: Must be available for shifts 8:00am to 7:00pm Monday through Friday, and also Saturdays, on-call, and after hours responsibilities may be required on a rotating basis.

Location: must be able to commute to our office in Coppell, TX

Salary: $19-22/hour, dependent on experience. Also eligible for a monthly bonus of up to $500/month.

At Harris &, we truly care about each employee’s health, wellness, financial stability, and education. We are proud to offer each employee the following benefits:

• Medical and Dental insurances from premium providers
• 401K with matching
• Company paid Accident and Disability Insurance, Long Term Disability Insurance, EAP, and Travel Assistance
• Tuition Reimbursement
• Paid Time Off
• Additional benefits such as identity theft protection, flexible spending accounts, pre-tax commuter benefits, and more.

• Handle escalated complex customer situations within the boundaries and rules set by our client and Harris & Harris Call Center Management
• Organize and direct the daily activities of up to 15 to 20 Associates
• Manage schedules and adherence for Associates.
• Manage time, workflows, and prioritize tasks as needed
• Monitor Associate calls, provide feedback, coach behaviors, calculate performance metrics and analyze reports.
• Achieve results consistently above the average of the department
• Ensuring agents are logged in and ready to work at the start of their shift.
• Ensure questions are answered in a timely manner.
• Never rejecting to take a manager call.
• Timely coaching of errors and QA’s

Must Have:

• One year or more experience working in a high-volume call center
• Previous leadership experience preferred
• Understanding of Customer Care expectations
• High School diploma or equivalent
• Some College Preferred

Harris & Harris is an equal opportunity employer. Applicants will not be discriminated against based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.