CALL CENTER LEAD

Position Summary

We are looking for a detail-oriented multi-tasker to fill the Call Center Lead role at Lido Labs (Concealed Coalition and American Service Pets).  The right candidate will have an instinctive ability to see existing opportunities to grow as well as new opportunities that have not been introduced. This dedicated individual will take ownership of his/her responsibilities and will be an intelligent and resourceful employee with excellence in accuracy, consistency, and an exemplary work ethic. The ideal individual will also be consistent in meeting or exceeding given goals and quotas. The ideal Call Center Lead will assist in establishing call center objectives, provide the call center team with opportunities to expand their knowledge of services, products and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers.  The Call Center Lead will be highly proficient at maintaining excellence in job performance and have cohesive relationship with co-workers.  The Call Center Lead will hold critical responsibility in detailed departmental processes which have a direct impact on the company’s performance.

Responsibilities

• Training, coaching, and leading call center representatives as they provide support for customers.

• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.

• Leading team meetings, asking questions to better understand the calls that the representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.

• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.

• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.

• Identifying operational issues and suggesting possible improvements.

• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.

• Building lasting relationships with clients and other call center team members based on trust and reliability.

• Utilizing software, databases, scripts, and tools appropriately.

• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.

• Taking part in training and other learning opportunities to expand knowledge of company and position.

• Research, identify and resolve customer issues.

• Give support to customer service representatives as a mentor.

Requirement

• High School Diploma or equivalent.

• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.

• Understanding of company products, services, and policies.

• Proficiency with computers, typing skills.

• Ability to ask prying questions and diffuse tense situations.

• Strong time management and decision-making skills.

• 2 or more years of relevant experience.

• Ability to coach, train, and motivate employees and evaluate their performance.

• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.