Lead Call Center Representative - 10:30a-7p M-F

Call Center Lead

SUMMARY: Lead staff in accordance with company policies and procedures. Work directly with Management to achieve all Call Center performance and contractual compliance objectives.

ESSENTIAL FUNCTIONS

• Ensures adherence to Call Center Policies and Procedures.
• Ensure calls are handled efficiently, accurately, and in a timely manner.
• Assists staff in resolving complaints.
• Monitor personnel performance and participate in employee performance reviews.
• Responsible for employee training/re-training.
• Back-up for absent employees
• Work with Call Center Manager to analyze call center volume.
• Communicate and coordinate with other departments to ensure a cohesive unit.
• Other duties as assigned.

QUALIFICATIONS REQUIRED

• Previous supervisory experience preferred; at least 1 year of Customer Service experience in a Call Center environment.
• Ability to work well with people. Strong leadership skills
• Exceptional organization and time management skills.
• Positive attitude, good judgment, and strong work ethic.
• Demonstrate excellent interpersonal communication skills.
• Strong computer skills. Proficiency and speed working in all Microsoft Office products.
• Strong organizational skills, including time management and documentation.
• Knowledge of telephone call center systems.

MINIMUM REQUIRED EDUCATION/TRAINING

• High school diploma or equivalent
• Must be in current role at least 90 days.

Job Type: Full-time

Pay: $17.00 - $18.00 per hour

Benefits:

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

Work Location: In person