Job: Call Center Team Leader

Jobing Description

Supervise day to day administrative processes and procedures. Serve as the direct supervisor for the Customer Service Representatives, and take escalated customer calls.

Day to day supervision of the Call Center's administrative processes and procedures.
Monitor calls and metrics, provide feedback, coaching, and reporting on data.
Audit, coach, and train Customer Service Representatives.
Provide feedback and document accordingly including annual performance reviews.
Take escalated customer calls and complete necessary follow-up.
Research customer complaints in order to ensure customer satisfaction and retention.
Participate in the recruiting and interviewing process.
Write routine reports and correspondence.
Speak effectively before groups of employees.

Requirements
Associates degree or equivalent from two-year college or technical school.
One or two years related Call Center experience.
(Or any equivalent combination)
Strong organizational and supervisory skills.