Call Center Team Lead

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