Under minimal supervision, the Department Lead assists the Management Team with overseeing the department. This entails ensuring proper coverage for call volume throughout the day, reviewing various reports for compliance purposes, participate in the training and coaching of the call center staff, investigate and resolve escalated issues, responsible for providing lead support in the absence of a Supervisor and complete other work as assigned.

RESPONSIBILITIES:

• Monitor live reports and address concerns when identified
• Monitor phone calls to ensure proper handling
• Coach agents as needed or directed
• Step in to lead a team when Supervisor is absent
• Document all interactions with agents / Update coaching log
• Communicate professionally with internal and external customers
• Other duties as assigned
• Making sure things get done in a timely manner. Send Reminders.

REQUIREMENTS:

• Ability to interpret and explain policies and procedures to others
• Exercise sound judgment when making decisions
• Excellent organization and prioritization skills
• Use proper grammar and email etiquette including accurate spelling and correct vocabulary
• Diffuse hostile callers
• Develop and deliver training
• Ability to work under time constraints and daily deadlines
• Good interpersonal skills and team work awareness
• Maintain confidentiality with personnel and management issues
• Bi-lingual (Spanish) a plus
• Must be able to maintain an 8-hour shift; Flexible schedule required; must be willing to work overtime, weekends and evening shifts.

What do we offer?

• Medical, Dental, and Vision benefits
• Life Insurance and Long-term disability plans
• Flexible Spending Account
• 401K matching
• Employee Stock Ownership Program in a $18.2 Billion Company, plus company matching
• Wellness Programs
• Metro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only)
• Career Path Opportunities
• Discounts on Parks, Museums, Movie Tickets, and Attractions
• Employee Loan Assistance
• Annual Flu Shot
• Paid Vacations Days
• Paid Sick days
• Paid holidays
• HGym (available in our Los Angeles, CA & Dallas, TX office)
• Rental Car Discounts, Dell Member Purchase Program
• UKG Wallet

Acknowledgment

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

We are an equal-opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.