Customer Service Team Lead

We are searching for a dedicated, supportive Customer Service Team Lead who can coach and motivate a small call center of 5 employees s as they field calls from clients. The Customer Service Team Lead will hire employees and assist in the training process, ensuring that every rep is well prepared for their calls. They will continue to support reps after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be supportive, and prepared to act a resource to reps.

Customer Service Team Lead Responsibilities:

Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products
Ensuring reps understand and comply with all call center objectives, performance standards, and policies
Answering rep questions regarding best practices or difficult calls
Identifying operational issues and suggesting possible improvements
Monitoring and evaluating rep performance, providing learning or coaching opportunities, and taking corrective action, if necessary
Preparing reports and analyzing data to assist management as they determine call center goals
Working with other supervisors and management team members to support reps and maximize customer satisfaction
Assist in the formulation of targets for individuals and teams
Anticipate escalation and take over calls when needed
Devise ways to optimize procedures and keep staff motivated
Measure performance with key metrics such as call abandonment, calls waiting etc
Ensure adherence to policies for attendance, established procedures etc
Keep management informed on issues and problems
Prepare monthly/annual results and performance reports

Team Lead Requirements:

High School Diploma
Call center, customer service and supervisory experience preferred
Proficiency with technology, especially computers, software applications, and phone systems
Exceptional verbal and written communication skills
Ability to coach, train, and motivate employees and evaluate their performance
Excellent problem solving, leadership, and customer service skills
Analytical, efficient, and thorough
Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
Working knowledge of MS Office and CRM software

**This is an on-site position in Boca Raton, FL**

Compensation: $18/Hr

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