Team Lead - Contact Center

Overview

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

 

The onsite Team Lead is responsible for coaching, training, and developing Customer Service Representatives as well as supporting our clients's customers by fielding customer service calls.

 

Responsibilities

• Answers calls from our client's customers.
• Assists with customer inquiries and escalations.
• Provides assistance to staff with customer or processing questions.
• Assists Call Center Supervisor in providing daily direction and communication to employees so that Call Center work is completed in a timely, efficient, and knowledgeable manner.
• Researches and resolves customer issues, escalations, and items flagged for follow-up in system.
• Promotes positive work environment by establishing rapport and initiating relationships with colleagues.
• Provides appropriate coaching, counseling, direction, and resolution for employees that experience work-related issues.
• Escalates employee performance issues, as observed, to Call Center Supervisor for corrective action and training.
• Prepares department schedules and reports.
• Works on special or ongoing projects that promote process improvement.
• Ensures consistency with SOP’s and product procedures.
• Assists with on-the-job training of new hires as needed.
• Works under the direction of an Assistant Manager and senior management.
• Perform additional duties as required by management

Qualifications

Education:

High School Diploma or GED is required; some college preferred

 

Experience:

2 years customer service experience is preferred

 

Computer Experience:

Must be able to type quickly and accurately, use a mouse effectively, and have a basic understanding of Windows-based operating systems.

 

Skills & Abilities:

• Must have demonstrated ability to effectively communicate and maintain the respect of fellow employees.
• Must have shown willingness to help other Customer Service Representatives.
• Must have demonstrated a commitment to GC Services and its policies and procedures.
• Write in a clear and concise manner
• Manage time effectively
• Solve problems or issues that may come up
• Concentrate and focus for extended periods of time
• Cope with high-stress and changing environment
• Remain alert at all times
• Adhere to policies and procedures
• Adhere to work schedule and punctuality requirements

 

 

All job offers are contingent upon completion of drug and background checks.

 

GC Services is an equal opportunity employer: M/F/Disabled/Vet