Call Center Team Lead

Job description:

Schedule: Schedule: Must be flexible to work M-F 8am-5pm, Tues-Sat 8am-5pm, and M-F 10am-7pm (100% in-office work from day one)

Company Overview

Mphasis is a leading applied technology services company that specializes in digital transformation, cloud solutions, and cognitive technologies. Our mission is to help enterprises globally innovate and stay ahead in a rapidly changing marketplace by leveraging next-generation digital solutions and customer-centric approaches.

Summary

In the role of Account Supervisor, your responsibility is to oversee and motivate the Outreach and Loyalty teams, who are tasked with supporting account managers within our clients’ internal teams. Your team will closely collaborate with Marketing Sciences, Sales, Contract Management, and other stakeholders to analyze high-risk customers, playing a crucial role in reducing churn and safeguarding our revenue through exceptional communication and strategic engagement for Business Market and Public Sector customers. This position is vital for maintaining seamless account operations, supporting client relations, and fostering team success. Essential responsibilities for this white glove service include managing the team, tracking performance, solving problems, and ensuring effective communication with higher management. As this is a brand-new program, flexibility is a non-negotiable in this role; the ideal candidate will be willing to adapt to the changing demands of our business.

Key Responsibilities Include:

• Serving as a liaison between the account management support team, account managers, and other departments (e.g., Sales, IT, Operations)
• Assisting account managers with client onboarding, account maintenance, and issue resolution, including technical or account assistance. Handling escalated client issues and ensuring timely and effective communication with clients.
• Working collaboratively with the team and other departments to provide solutions to challenges
• Document customer interactions thoroughly using CRM tools to ensure alignment and visibility
• Knowledge of and adherence to telemarketing laws
• Supporting the onboarding experience and assisting new hires with acclimating to the company culture
• Supervising, mentoring, and coaching account management specialists. Assigning tasks, setting performance goals, conducting regular team meetings, and timekeeping.
• Providing training and development opportunities for new and existing team members to enhance their skills and knowledge in account management and related areas
• Tracking team performance against key metrics, identifying areas for improvement, and implementing strategies to enhance efficiency and customer satisfaction.

Soft Skills:

• Ability to convey information accurately and efficiently to both internal team members and external stakeholders, both verbally and in writing
• Ability to manage multiple priorities, meet deadlines, and maintain accurate records
• Adaptive to changing situations in a competitive market
• Ability to identify and resolve complex client issues and make sound decisions using strong analytical and problem-solving skills

Required Qualifications:

• White Glove Customer Service: 1-2 years
• Team Lead Experience: 3 years
• Project Management: 2 years
• Data Analytics: 2 years
• Familiarity with CRM systems such as Salesforce or Workflow Manager (WFM), and tools like Microsoft Office
• Experience working in Loyalty/Retention programs with a high understanding and performance with loyalty tools such as Compass & Mysolutions

Preferred Qualifications:

• Technical and Public Sector customer experience: 1 years
• Previous experience working in a Secure Workspace (SWS) type environment or white room (no pen, paper, mobile or electronic devices, etc.): 1 years
• Experience troubleshooting hardware, software, applications, network, and device issues
• Experience in a similar role: 1 years