Job Description
The Customer Care Advocate Team Lead is responsible for supervising the day-to-day operations of the team of assigned agents. This position reports to the Client Services Manager and assists with coaching, training, and development of a team of customer care advocates whose primary function is to provide industry leading customer service by responding to telephone inquiries, investigating requests, communicating with other departments/business partners, and resolving problems.
As a successful candidate, you value incredible customer service, going the extra mile, coaching and helping others reach their highest potential, and finding resolutions for upset customers. You are a team player, detail oriented, and have an interest in people and financial services.
Responsibilities:
- Answer agent questions and accept and respond to escalated calls.
- Assist management in ensuring compliance with program service levels.
- Build and provide reports to management regarding key performance indicators for the assigned team.
- Communicate clear expectations for performance and attendance and hold agents accountable for delivering on what’s expected.
- Monitor, score and provide feedback to agents regarding call quality, compliance, and productivity.
- Provide coaching, evaluation, training and assistance to agents regarding performance and work duties.
- Identify customer trends and communicate proposed changes or department needs to Center Management Team
- Perform call center representative responsibilities including customer inbound and outbound calling as assigned.
- Reports directly to the Contact Center Manager
- Ensures all processing and quality standards are maintained. Assist in completing random quality review to ensure processes are being followed and identifying training needs and/or improvement opportunities.
- Outstanding customer service
- Supports the objectives of the department leadership and overall strategic initiatives.
- Other duties as assigned by Management.
Basic Qualifications:
- 4+ years of customer service experience.
- 3+ years of leadership experience in a call center.
- Must be willing to train and practice at our Austin location
Preferred Skills/Experience:
- Associates degree, or equivalent work experience
- Experience providing customer service/support in a Banking/Financial center
- Strong customer service skills and ability to handle difficult customer calls.
- Strong attention to detail
- Excellent interpersonal, verbal and written communication skills.
- Well-developed problem-solving skills.
- Proficient computer navigation skills using a variety of software packages including Microsoft Office applications.
- Previous leadership experience, preferably in a call center environment.
- Ability to manage multiple tasks/projects and deadlines simultaneously.
- Must be able to lead by example.
- Work well as part of a team.
- Ability, willingness, and comfort to engage with customers.
- Ability to develop positive relationships with internal and external customers.
- High-energy, collaborative management experience
- Strong desire to exceed corporate initiatives and inspire excellence in a team.
- Flexibility to meet shift requirements based on call volume changes.
Job Type: Full-time
Pay: From $19.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekend availability
COVID-19 considerations:
1. While mask wearing is optional, it is strongly encouraged when not at ones desk. 2. Masks and cleaning supplies are available if needed. 3. Seating is currently spaced at least 6 feet apart.
Ability to commute/relocate:
- Austin, TX 78758: Reliably commute or planning to relocate before starting work (Preferred)
Experience:
- Customer service: 4 years (Preferred)
- Call center leadership: 3 years (Preferred)
- banking/financial center: 1 year (Preferred)
Work Location: One location