Call Center Team Lead

WHY JOIN SUPER-SOD?

• Competitive Wages
• Flexible Paid Time Off 
• Comprehensive health and wellness plans (medical, dental, vision, HSA, supplemental life, accident, hospital, and critical illness) 
• Access to Employee Marketplace 
• Employer-sponsored discounts  
• Health and Wellness programs 
• Employee Assistance programs 

Are you a natural motivator with a passion for customer service and team success? We’re looking for a Team Leader to coach and support our Call Center Representatives while ensuring we deliver top-notch service with every call and email. In this hands-on leadership role, you’ll be responsible for supervising daily sales performance by monitoring calls and email correspondence of all Call-Center Representatives in order to assess their compliance measures, technical accuracy, and customer service while providing them with necessary support and service leadership.

If you're a strong communicator with an eye for detail and a heart for coaching others, we want to hear from you!

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Participate in ongoing training for Call-Center Representatives and Specialist.
2. Participate in call monitoring to provide analysis of Team Members call quality.
3. Performs monitors of customer care email responses.
4. In collaboration with the Sales Training Manager, works to identify opportunities to improve our call quality and additional training.
5. Communicates to Call Center Representatives ongoing performance scores and sets goals by documenting performance management efforts and training needs.
6. Works closely with Call-Center Manager, Assistant Call Center Manager, Sales Training Manager, and Company HR department to provide insight into performance coaching opportunities.
7. Collaborates with Sales Training Manager to schedule onsite weekly training for Call Center representatives as to not exceed proper allotment.
8. Provide expedited feedback to Sales Training Manager to gather actionable results for Call-Center Representative’s needs.
9. Actively seek to resolve customer concerns while adhering to the company policies and standards of behavior.
10. Ensure company goals and objectives are being met by call center employees and provide constructive feedback for ongoing performance management.
11. Respond to concerns from customers with demonstrated ability to manage and de-escalate difficult calls, as needed.
12. Establish daily tasks for employees to ensure a clean and productive workplace, this includes stocking supplies and maintaining clean restrooms and public spaces.
13. Issue proper approval for customer discounts, returns and exchanges to ensure overall customer satisfaction and quality service.
14. Oversee and administer internal performance evaluation of call center representative’s knowledge regarding new and existing policies and procedures.
15. Use system’s data to monitor performance.
16. Motivate and lead call center team to meet, sustain, and surpass performance goals; act as a resource to team members, assisting team members during peak periods; monitor quality of service and track service issues.
17. Performs other duties as assigned.

Competencies

• Strategic Thinking.
• Listening and Analytical skills.
• Technical Capacity.
• Excellent written and oral communication skills.
• Results Driven.
• Collaboration Skills.

Supervisory Responsibility
This position will be responsible for directly supervising the daily performance and ongoing development of up to 15 Call Center Representatives.

Work Environment
This job operates directly on the floor of a professional call center environment. This role routinely uses standard office equipment such as computers, phones, scanners, e-filing systems and multiple call line dashboards.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.