Customer Experience Coordinator - Team Lead

Description

Role and Responsibilities:

• Team Leadership: Lead, motivate, and supervise a team of call center agents to ensure high-quality customer service, productivity, and adherence to company policies and procedures.
• Performance Management: Monitor and evaluate the performance of call center agents, providing regular feedback, coaching, and support to improve performance and achieve KPIs.
• Call Monitoring: Review and assess call interactions to ensure that agents maintain a high level of professionalism, customer service, and compliance with company standards.
• Scheduling: Create and manage agent schedules to ensure proper coverage during peak call hours and adherence to break schedules.
• Training and Development: Identify training needs and assist in the development of training programs to improve the skills and knowledge of call center agents. Assist with onboarding for new hires.
• Quality Assurance: Establish and maintain quality assurance procedures to ensure consistent and exceptional customer service delivery. Identify areas for improvement and implement corrective action.
• Data Analysis: Collect and analyze call center data, including call volume, response times, and customer satisfaction metrics. Use data-driven insights to improve operations.
• Conflict Resolution: Address and resolve customer and employee issues and complaints. Escalate complex cases to higher management as needed.
• Documentation and Reporting: Maintain accurate records, reports, and documentation of call center activities, including performance metrics and agent evaluations.
• Compliance: Ensure compliance with industry regulations, company policies, and standards.

Behavioral Skills:

• Communication: Excellent written and verbal communication
• Leadership: the ability to coordinate, motivate, and provide guidance to the teams.
• Risk Management: The ability to analyze, prioritize, and minimize the amount of risk an initiative, program, or project may cause.
• Analytical problem solving: The ability to identify and address potential issues, keep up with technology, and improve software quality.
• Time management: The ability to prioritize tasks and meet delivery deadlines.
• Presentation: should possess excellent presentation skills. Should be able to provide status updates on PPT.

Qualification:

• High school diploma or equivalent.
• At least 3-5 years of working in customer service, a supervisory role, or a call center is required.

Job Benefits:

• Reliable, Year-Round Work
• Weekly Paychecks
• Paid Time Off and Holidays
• Medical, Dental and Vision Benefits
• Company Matched 401k.

Be part of something new and exciting. Join an integrity-driven, family-oriented team.

Take a leap towards something BIGGER! Apply Now!

Southern Home Service is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization.