Call Center Lead

Job Title Quality Lead Call Center Representative

Reports to Call Center Manager

Classification Hourly

Job Purpose

To provide assistance to customer service representatives researching and troubleshooting customer inquiries, quality control in the Call Center department according to established processes and procedures.

Duties and Responsibilities

• Answers incoming calls in a timely and professional manner using a polite tone and good grammar and diction according to call center needs.
• Researches and troubleshoots customer inquiries related to the photo enforcement programs within the communities.
• Notates RedCheck system daily with accurate detailed call comments.
• Notifies Call Center Manager of escalated issues on a timely manner.
• Provides customer support in completing credit card transactions for violation payments.
• Checks work e-mail and other company communication channels daily.
• Identifies team issues and concerns and suggests their resolution to Call Center Manager.
• Assists Call Center Manager in training and monitoring Call Center Representatives for their phone calls, RedCheck notations and reports.
• Assists Call Center Manager in the hiring process of Call Center Representatives, their onboarding, training and development:

o Process call evaluations daily for each rep assigned.

o Make sure reps are following up on any requests daily; present any coaching recommendations to Supervisor.

o Monitor 8x8 workspace throughout day ensuring reps stay within KPI’s Reports and evaluate rep numbers throughout the day.

• Participates in employees’ annual performance appraisals and issuing disciplinary warnings.
• Performs other duties as assigned

Qualifications

• High School Diploma or Equivalent; Associate’s or equivalent from a two-year college or technical school is strongly preferred.
• 2-3 years of previous customer service/call center phone system experience.
• Computer skills (Microsoft Office: Word, Excel, Outlook, etc; Windows Desktop).
• Good English written and verbal communication skills. Spanish strongly preferred.
• Accurate typing skills.
• Must be able to hear with 100% accuracy with correction.

Competencies

• Customer service
• Leadership
• Problem Solving/Conflict Resolution
• Initiative
• Communication Skills
• Organization/Time Management Skills
• Teamwork/Collaboration Skills
• Accountability
• Customer Service Focus
• Attendance/Punctuality

Working Conditions

This role will spend long hours sitting and working on a computer. May also have to do some light lifting of supplies and materials from time to time. At times, will be subjected to upset callers. Onsite support.

Equal Opportunity Employer

RedSpeed prohibits discrimination against any applicant based on any legally-recognized basis, including, but not limited to: veteran status, race, color, religion, sex, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics) or any other consideration protected by federal, state or local law.

RedSpeed also provides reasonable accommodation to qualified individuals with disabilities in accordance with applicable law.

Employee signature below constitutes employee's understanding of the requirements, essential functions and duties of the position.

Full Name (please print): _________________________________________________

Employee signature: __________________________________ Date: ______________

Pay: $20.25 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person