Customer Service Team Lead
hace 5 días
About Intugo Call Center
We are a leading online marketing and communication software service company, operating with a best-in-class digital platform for consumers and commercial partners. Our goal is to provide exceptional customer service.
Job Summary
We are seeking a highly skilled Customer Service Team Lead to join our growing team. As a Team Lead, you will be responsible for supervising employees who interact with potential customers via telephone or other forms of communication, providing training as needed, and monitoring and evaluating employees' interactions and workflow to ensure performance standards and volume targets are met.
Responsibilities
- Supervise employees who interact with potential customers via telephone or other forms of communication
- Provide training as needed to ensure employees meet performance standards
- Monitor and evaluate employees' interactions and workflow to ensure performance standards and volume targets are met
- Responsible for daily activity of contact center policies and procedures, including meeting contact center operational standards, maintaining employee service levels, improving quality service, preparing reports, troubleshooting and escalating equipment issues, maintaining professional and technical knowledge, and accomplishing organizational goals
- Contribute to the development of team processes and procedures
- Collaborate with team members to determine best practices and provide the best experience for all intake contacts
- Assist management with daily operations, report status to management, provide employee performance feedback, and be proactive in addressing issues or where process improvement may be necessary
Requirements
- 2 years' experience in a supervisory role in a telephonic or personal customer contact position preferred
- Knowledge and experience with call center metrics and reporting
- Customer service orientation, energetic and outgoing personality
- Excellent communication skills, ability to communicate professionally, effectively, and with empathy in potentially difficult circumstances
- Multitasking skills and detail-oriented focus required for a fast-paced environment
- Basic PC knowledge, working knowledge of Windows operating systems, Internet, and mainstream web browsers
- CRM Software experience a plus
- BILINGUAL - English/Spanish
What We Offer
- Nice work environment
- Law benefits
- Monday through Friday scheduled
- Competitive base salary
- Weekly payment
- Food vouchers
- Savings plan
Job Type
Full-time
Salary
$15,000.00 - $20,000.00 per month
Work Schedule
8-hour shift
Benefits
- 401(k) or pension plan
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
Education
Bachelor's degree (desired)
Experience
Customer service: 1 year (required)
Language
English (required)
Location
On-site employment
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