Call Center Representative Lead

It's more than a career, it's a calling.

MO-REMOTE

Worker Type:

Regular

Job Highlights:

Hours: 8:30a-5p Monday - Friday

Remote after 60 - 90 days in-office training

Must be Metro-St. Louis local

Job Summary:

Answers incoming calls and performs triage of inquiries. Responds to escalated telephone and internet inquiries from customers seeking information or resources, with limited to no supervision.

Job Responsibilities and Requirements:

PRIMARY RESPONSIBILITIES

• Leads or coordinates shift operations of assigned activities, resources, and/or associates. Serves as a resource to those with less experience.
• Collects relevant caller data to assist with measurement, tracking and reporting activities. Tracks inquiries, questions and answers and provides resolution. Identifies issues and offers solutions.
• Assigns, monitors and reviews progress of work. Monitors and reports compliance with policies and/or procedures.
• Oversees and evaluates orientation and training of assigned associates. May provide input in the review and evaluation of staff performance.
• Handles escalated calls using defined protocols and independent judgement to escalate more complex issues to the appropriate resource in order to rapidly resolve customer issues.
• Performs other duties as assigned.
• Monitors report as outlined by department leader to ensure daily workflow/volumes are managed, opportunities are identified, and interventional results are realized and acted upon. Post metrics and progress data at the local level.
• Works in collaboration with the department leader in oversight of day-to-day operations which includes mentoring, orientation/ training, and problem solving. Create topics for monthly Lead one-on-ones with staff.
• Participate in interviewing and selection of new hires. Assist with on-the-job training of new staff ensuring compliance/completion of assigned/required tasks, as well as departmental policies/procedures.
• Participates in the development of training and procedure manuals, as well as, maintaining departmental protocols, procedures, and other documents, assuring most current information is available to department and assure changes are communicated.
• Meet with Manager to discuss, communicate and facilitate forward movement on issues, projects, operations, and improvement strategies for department employees who may be having difficulties.

EDUCATION

• High School diploma/GED or 10 years of work experience

EXPERIENCE

• Three years' experience

PHYSICAL REQUIREMENTS

• Frequent lifting/carrying and pushing/pulling objects weighing 0-25 lbs.
• Frequent sitting, standing, walking, reaching and repetitive foot/leg and hand/arm movements.
• Frequent use of vision and depth perception for distances near (20 inches or less) and far (20 feet or more) and to identify and distinguish colors.
• Frequent use of hearing and speech to share information through oral communication. Ability to hear alarms, malfunctioning machinery, etc.
• Frequent keyboard use/data entry.
• Occasional bending, stooping, kneeling, squatting, twisting and gripping.
• Occasional lifting/carrying and pushing/pulling objects weighing 25-50 lbs.