Customer Care Team Leader - Fully On-Site; Closing Shift

Position Title: Customer Care Team Lead – Florida Commerce Campaign

Hourly wage: $17.00/hr

Employee Status: Hourly / Non-Exempt

Location: Lighthouse Works Office - Fully On-Site

Schedule: 10:00 AM – 6:00 PM Monday-Friday

Reports To: Contact Center Supervisor

Lighthouse Works is a mission-driven, values-based organization providing creative, competitive, and integrated employment opportunities for blind and visually-impaired working-aged individuals. Lighthouse Works also drives real business for real customers and supports and grows Lighthouse Central Florida's rehabilitation training.

We are seeking a Team Leader who will be responsible for coaching and managing Customer Service Agents for quality, efficiency, and performance. The Team Leader will also review reporting, coach agents to KPIs, and lead staff meetings and huddles. An ideal Team Leader is a team-oriented individual who is driven to ensure that professionalism, productivity, and quality are maintained and continually improved throughout the organization.

Essential Job Functions:

• Responsible for closing, ensuring the facility is locked/unlocked, alarm set and/or cleared as needed.
• Coach agents by providing professional, constructive feedback and ensuring campaign needs are being met.
• Regularly reviewing reporting, coaching agents on Contact Center metrics, and Florida Commerce requirements.
• Lead staff meetings/huddles.
• Onboard new agents, participate in training classes, and orient them to the campaign.
• Monitoring quality of agent interactions with internal and external customers, and providing appropriate feedback.
• Coaching and holding agents accountable to KPI/Metrics and attendance expectations.
• Treat customers and staff with courtesy, sensitivity, and respect.
• Must be able to maintain customer confidentiality at all times.
• Meet and maintain monthly performance metric expectations such as Average Calls, Answered Calls, Average Talk Time, Customer Satisfaction scores, and other measured requirements.
• Maintain proper and accurate documentation of all activities.
• Adhere to policies and procedures.
• Arrive at post on time and ready to work assigned hours.
• Attend required meetings and participate in discussions as requested.
• Other duties as assigned by the supervisor.

Qualifications

Education:

• High school diploma, GED, or equivalent required.
• Some business classes, vocational/technical training preferred

Experience:

• 2+ Years of Contact Center experience required.