Lead Associate

Job Description

Qualifications:

• 2+ years experience as supervisor/acting supervisor in a call center environment
• Strong leadership and team management skills
• Exceptional verbal and written communication abilities
• Ability to analyze data and make informed decisions
• Knowledge of call center operations and metrics
• Proficiency in call center management software and Microsoft Office

Job Description:

• Manage team performance
• Provide effective coaching and constructive feedback to subordinates
• Take customer service and escalation when needed
• Holds team huddle/coaching session/goal-setting/one-on-one as needed/required
• Handles escalated requests and researches answers posted by associates to ensure customer satisfaction
• Reviews and analyzes performance data, creates action plans, and monitors execution to ensure goals are met
• Holds regular check-in meetings with the client to keep them informed of the trends, changes, and development within the team
• Facilitates learning sessions to enhance associate technical and communication skills

Performs administrative tasks such as sending daily capacity reports, daily/weekly performance dashboards, and other ad hoc tasks