Contact Center Team Leader (Includes Selling) jobs in Anaheim, CA

A Team Staffing, Southern California's locally-based staffing firm specializing in the title, escrow, mortgage and real estate industries, has an immediate opportunity for a Call Center Operations Manager to lead the customer service team for a leading credit reporting company in ANAHEIM, CA

Position Responsibilities :

1. Review work and monitor phone calls for CSR's assigned to team. (Ensure work is accurate and that proper policies and procedures were followed and meet compliance, GLBA and FCRA guidelines.

2. Handle escalated calls from upset clients or borrowers.

3. Handle overflow calls as needed to keep customer average handle time under 2 minutes.

4. Provide feedback and coaching as needed to CSR's via 1 : 1 meetings with each team member (at least weekly)

5. Conduct regular team meetings to communicate updates and gather feedback from the team (at least monthly)

7. Assist in the preparation of annual performance reviews for assigned team members.

8. Troubleshoot to come up with effective solutions for inquires from team members, clients and borrowers.

9. Reallocation / assign work as needed within the team to cover in the absence / vacation of other tram members.

10. Implement call introduction process for new customers with Assistant Vice President (AVP) and / or Vice President (VP).

11. Supervise multiple teams in the absence / vacation of peer supervisors.

12. Provide team reports on an ad hoc basis.

13. Other duties as assigned.

Job Titles reporting to this position are :

Customer Service Representative (CSR)

Customer Service Assistant (CSA)

Benefits :

• Competitive pay from the first day on the job
• Health Insurance
• Sick Days
• Paid Holidays
• 401K Plan

Last updated : 2024-04-29