Call Center Lead

Major Areas of Focus

The Call Center Leader manages a team responsible for handling calls from customers and sub-contractors, ensuring efficient and effective communication between our clients and service delivery leaders. This role requires a balance of strong leadership skills, excellent communication abilities, and a customer-centric approach. The ideal candidate will be adept at problem-solving, managing multiple priorities, and fostering a positive and productive work environment. This role reports to the FCN Director of Operations.
 

Essential duties and responsibilities include the following. Other duties may also be assigned.

• Manage day-to-day operations of the call center, including staff scheduling, call volume forecasting, and resource allocation.
• Train, coach, and mentor call center representatives and supervisors, ensuring a high standard of customer service.
• Monitor call metrics (e.g., call times, customer satisfaction) to identify areas for improvement and implement strategies to enhance performance.
• Act as a point of escalation for complex customer issues or complaints, ensuring timely and effective resolution.
• Facilitate effective communication between call center staff, clients, and service delivery leaders.
• Develop and implement policies and procedures to optimize efficiency and quality of service.
• Collaborate with other departments to integrate customer service initiatives with overall company objectives.
• Handle workforce management, including hiring, performance evaluation, and disciplinary actions.
• Prepare and analyze reports on call center activities and provide insights to senior management.
• Ensure compliance with relevant laws, regulations, and company policies.

Skills & Qualifications

• Proven experience as a call center leader or similar managerial role.
• Strong understanding of call center operations and metrics.
• Excellent communication and interpersonal skills.
• Proficient in call center management software and MS Office.
• Ability to lead and motivate a team in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Bachelor's degree in Business Administration, Communications, or a related field preferred.
• Experience in conflict resolution and customer service excellence.

 Language Skills

While performing duties, employees are regularly required to use written and oral communication skills; may read and interpret data, information, and documents; observe and respond to people and situations; learn and apply new information or skills; work under deadlines; and interact with others encountered in the course of work. Proficiency in English is required, and the ability to speak fluent Spanish is highly beneficial. 

Physical Demands

The employee is frequently required to stand, walk, and sit.  The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, or crouch.  The employee must occasionally lift and/or move up to 60 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Long working hours are required for emergency response or winter weather storm management operations.

Work Environment

While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, and outside weather conditions.  The noise level in the work environment is usually moderate.

Travel & Development  

Travel throughout the market served by the Allentown Service Center from time to time for purposes of training; the employee may be required to travel to other offices or training centers operated by East Coast Facilities, Inc.   

Security

The employee may not use illicit drugs during their employment with ECF. ECF operates in several high-security environments that require individuals who can pass security background checks. The employee must pass security background checks that meet our underwriting standards. The employee must have a valid driver's license and driving record that meets our underwriting standards. We reserve the right to reject an applicant or terminate an employee whose criminal or driving record fails to meet our underwriting criteria. 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job family chart.  They are not intended to be a comprehensive list of all responsibilities, duties, and skills employees require in this job family series. Other duties may be assigned as needed.