FNOL Team Lead

Description

Job Summary:

Responsible for the day-to-day operations of one or more teams in the call center. Plans, directs, manages and evaluates team performance to ensure customers are receiving a high level of service. Ensure professional and courteous customer support services are delivered. Promote a productive and positive relationship with customers. Serve as an escalation point for resolving the most difficult customer issues. Coordinate customer service activities with other internal functions. Make decisions regarding personnel actions and activities.

General Duties and Responsibilities:

• Oversee one or more teams of Customer Service Associates who handle customer service inquiries and problems via the phone and/or email
• Monitor operations to ensure adherence to service level standards and company/department policies and procedures
• Ensure adequate phone coverage, including making decisions regarding scheduling changes
• Act as an escalation point for resolving the most difficult customer issues
• Evaluate the quality of Customer Service Associates’ calls from customers; provide feedback to reps on strengths and areas for improvement
• Occasionally may communicate with clients, vendors, and other departments to ensure quality service delivery and customer satisfaction
• Provide input for performance appraisals, disciplinary actions, promotions and salary changes
• Provide coaching and mentoring to contact center agents (Solutions Advisors) and Floor Coaches
• Approve and implement streamlining opportunities and process improvements
• Track and report contact center performance against objectives and goals (i.e. quality, call volume, customer satisfaction, etc.)
• May serve as a back up to more senior customer service management in their absence

Requirements

Educational Requirements:

A high school diploma/GED is required. An Associate’s or bachelor’s degree is preferable or the equivalent combination of education, training, and work experience.

General Knowledge, Skills & Abilities:

• Considerable knowledge of the company’s products, services and business operations to enable resolution of customer inquiries
• Excellent customer service skills that build high levels of customer satisfaction
• Excellent verbal and written communication skills
• Must be detail-oriented and customer-driven, focusing on providing the highest quality products and services to internal and external customers
• Ability to lead and manage large teams effectively
• Working knowledge of workforce management practices and tools (e.g., scheduling software, quality monitoring software)
• Demonstrated problem-solving and decision-making skills
• Demonstrated analytic and root cause analysis skills for process improvement initiatives
• Demonstrate effective people skills and sensitivity when dealing with others
• General skill in the use of MS Office and other standard software applications required to perform the job duties
• Ability to work both independently and in a team environment

Other:

• Office or Call Center 24x7x365 environment
• Some flexibility in hours is required

Salary : $16 - $18