Call Center - Team Lead

CoverageX is a growing leader in the Vehicle Service Contracts industry. We help drivers protect themselves from unexpected vehicle repair costs with reliable coverage and a strong focus on customer satisfaction.

If you are looking for an opportunity to grow, learn, challenge yourself, and master your craft, look no further.

Position Summary

Lead and Mentor a successful Transfer Team ensuring the achievement of personal / team transfer targets, compliance, and adherence to company policies and procedures. Manage individuals performance throughout the day actively listening to calls and coaching.

This position is onsite full-time, 8am - 5pm M-F, earning $23.00 an hour.

Location - Bedford, TX

Essential Duties And Responsibilities

• Implementing effective transfer processes facilitating an efficient operation.
• Excellent communicator demonstrating call screening skills.
• Personnel development driving hourly, daily, and weekly transfer targets.
• Support and motivate transfer team; focusing on work flow, following the script, and coaching.
• Liaise closely with executive management in resolving any HR issues, including compliance, work attitude, incentives, motivation, and success planning.
• Assign agreed upon transfer targets, jobs responsibilities for each team member
• Manage communication including transfer reports, meetings and live monitoring of transfer calls
• Have a lead from the front mentality. Your team is a reflection of your work ethic.
• Utilize energy and enthusiasm to support goals. Be mindful the staff does not need a cheer leader they need a success coach.
• Leadership by example; willingness to immerse self into the business by handling screening calls.
  
  

Minimum Qualifications (Education, Experience, Skills)

• High school diploma or general education degree (GED) and two to three years of related experience and/or training; or equivalent combination of education and experience.
• Ability to read, analyze and interpret contracts, policies, documents and regulations.
• Ability to effectively establish rapport, present information and respond to questions from managers, clients, customers and the callers.
• Ability to calculate figures and amounts such as discounts, commissions, pro-rata, percentages, and volume.
• Ability to solve practical problems and deal with a variety of concrete variables.
• Ability to interpret a variety of instructions furnished in written, oral or schedule form.
• Knowledge of computer skills. MS Office is preferred.
  
  

Qualifications