Our Grand Prairie, TX client is seeking a Call Center Team Lead (AKA Care Center Supervisor). The Call Center Supervisors work with the Care Center Leadership team to monitor effectiveness of service policies and practices. Using appropriate forums, they disseminate information to associates and initiate and perform regular development coaching. Care Center Supervisors manage phone coverage, schedule adherence and attendance as well as key performance indicators. They know how to defuse situations, get to the issue and solve the problem. Care Center Supervisors must possess a strong knowledge of call center industry and best practices and are exceptional managers of time and tasks. Care Center Supervisors must be able to lead by example, which requires superb customer service skills. They are highly motivated, flexible, adaptable, organized and accountable. Success as a Care Center Supervisor requires the ability to build strong relationships and to guide and develop associates towards maximizing or exceeding their potential.
Responsibilities:
Work with the Care Center management team to monitor effectiveness of service policies and practices.
Address/resolve all escalated customer communications from Advocates and assist with those directed to the Home Office via emails, letters, and telephone calls.
Escalate all issues pertaining to center operations or customer issues to appropriate management.
Provide advanced level service knowledge and coaching for Advocates and Team Leads.
Support ongoing training / continuing education of Advocates and Team Leads.
Act as or assign appropriate mentor for newly trained employees.
Using appropriate forums disseminate information to Advocates, and Care Center leadership team.
Work with HR and Care Center Leader to recruit, identify, and screen applicants for Advocate positions.
Work with HR and Care Center Leader to identify opportunities for Advocates and Team Leads within the company for growth and development, and implement those opportunities
Initiate and perform regular performance development coaching for Advocates and Team Leads
Work with IT to identify opportunities for care center efficiency and inter-departmental partnership.
Perform all Care Center floor management functions.
Answers front line calls from customers and escalated calls from agents or field during peak or critical times.
Acts as on site supervisor as required. To include but not limited to, floor supervision, staffing, system troubleshooting, and escalation of areas of concerns to senior management as outlined.
Keep up working knowledge of Call Management System for service level and schedule adherence.
Maintain daily and weekly phone statistics for their individual team members.
Manage daily phone coverage, schedule adherence, and attendance.
Maintain and update daily team attendance tracking in required database to ensure adherence to corporate attendance policy.
Ensure proper coaching, counseling and documentation occur as necessary
Complete team reports as outlined by care center management
Manage to Key Performance Indicators (KPI) as established by Care Center Management
Troubleshoot operations problems, including implementing escalation and emergency plans
Maintain positive professional relationships with key regional leadership contacts
Flexible schedule. This position oversees an environment that is open 7 days a week up to 24 hours that will require weekend rotation and some evenings.
Qualifications:
Minimum 3 years customer service experience and a minimum 2 years leadership experience
Degree preferred but not required
Retail indsutry experience highly proferred
Luxury Customer Service experience is required
Live and teach Our Core Values, Our Leadership Contract, and Leadership is a Choice.
Skill in providing an exceptional customer experience
Skill in verbal and written communication to analyze, interpret and address customer needs
Knowledge of call center industry and best practices
Friendly, upbeat personality that believes in providing excellent customer service.
Ability to work with minimal guidance or supervision in a time critical environment
Ability to be flexible and quickly adapt to changing business needs and processes
Ability to motivate and mentor team, presenting new opportunities and challenges for additional development
Skill in providing outstanding customer service through support of escalated customer issues
Ability to defuse situations, get to the issue and solve the problem.
Skill in time management and multitasking
Skill in providing constructive feedback to others
Proven success in motivation and leadership
Demonstrated ability to coach and develop others to achieve desired results
Ability to make quick, accurate and appropriate decisions
Please visit us on the web at http://www.frontlinesourcegroup.com
Equal Opportunity Employer, M/F/V/D. Candidates must have authorization to work in the U.S. Clients will not sponsor visas.
Frontline Source Group™ is one of the fastest growing Information Technology, Accounting, Legal, Human Resources, Administrative, and Clerical staffing and direct hire firms with offices throughout Texas (Arlington, Austin, Dallas, Fort Worth, Plano, Houston Galleria, Lewisville, West Houston, San Antonio, Sugar Land, and The Woodlands), Tennessee (Nashville and Brentwood), and Arizona (Phoenix and Scottsdale).
Frontline specializes in matching top talent with companies for direct, contract, and contract-to-hire placements. We work with clients and candidates in all areas of the United States and Canada.