Team Lead

Job Summary

Assist manager with day-to-day management of call center employees. Provide direction and guidance to less experienced call center personnel. Monitor service levels, ensure adequate coverage and assist supervisor with staffing issues. Act as escalation point for resolving customer issues.

Job Description

• Oversee a team of Customer Service Representatives who handle customer service inquiries and problems
• Monitors operations to ensure adherence to service level standards and company/department policies and procedures
• Acts as an escalation point for resolving customer issues
• Evaluates the quality of representatives’ calls and provides feedback on strengths and areas for improvement
• Provides input for performance appraisals
• Provides coaching and mentoring to less experienced call center personnel.
• Takes calls in the queue as needed
• Ensures new representatives are set up with appropriate software and systems
• Recommends streamlining opportunities and process improvements
• May communicate with clients, vendors and other departments to ensure quality service delivery and customer satisfaction
• May be responsible for training Customer Service Representatives
• May serve as a backup to the supervisor in their absence
• Other related duties assigned as needed

Requirements

• High school diploma or equivalent
• Minimum 4 or more years of experience in a call center environment
• At least one year in a senior level job
• Knowledge of the company’s products, services
• One or more years of financial services experience is preferable
• and business operations to enable resolution of customer inquiries
• Excellent customer service skills that build high levels of customer satisfaction
• Excellent verbal and written communication skills
• Computer navigation and operation skills
• Demonstrates effective people skills and sensitivities when dealing with others
• Ability to work both independently and in a team environment

Firstsource is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.  The company participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s I-9 to confirm work authorization.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.