What are the responsibilities and job description for the Contact Center Team Lead position at The Phillip Charles Group -Taylor, Auburn Hills, Livonia, & Southfield?
The Phillip Charles Group has been servicing the local metro Detroit area for the past 40 years and has built incredibly strong partnerships with our clients, candidates, and employees. We have worked with our current client for the past 16 years and they are looking for a Contact Center Team Lead based out of their Southgate, MI location.
Monday - Friday
11:30 am – 8:00 pm
Pay: $21/hr
Team Lead Responsibilities
- Provides direct specialized support for high profile programs.
- Handles escalated contacts from Agents, Contact Center Manager or client-related requests either written or verbal requests.
- Ensures SLA requirements are met by monitoring real time inbound calls and web contacts.
- Use additional resources and escalation points including diagnostic information, technical
manuals, and call history log to find solutions for complex to high level issues. - Recommend changes to departmental policies and procedures to improve support services provided to the customer.
- Shared responsibility with Contact Center supervisory personnel to provide coverage of other Contact Center Team Leader’s during period of absences.
- Provides new and ongoing Contact Agent training and facilitates in huddles.
Team Lead Requirements:
- 3-5 years of experience in a Call Center.
- High school diploma required.
- Previous experience supporting customers through phone and email preferred.
- Highly organized, detail oriented and able to thrive in constant-changing environment.
- Strong computer and Internet skills.
Interested and qualified candidates for the opening should submit their resume for immediate consideration. Resumes will be reviewed as quickly as possible and qualified applicants will be contacted to set up an interview.
WE LOVE HELPING OTHERS ADVANCE THEIR CAREERS. NOTHING MEANS MORE TO US THAN YOUR SUCCESS.
Our approach is rooted in developing deep and meaningful personal relationships with jobs seekers who have strong work ethics.
When you engage The Phillip Charles Group, you will work with well-established and trusted professionals who are chiefly focused on delivering job opportunities that are driven by your particular skills, interests and culture fit to help you find the right position.
THE PHILLIP CHARLES GROUP SPECIALIZES IN TEMPORARY, CONTRACT-TO-HIRE AND DIRECT HIRE PLACEMENT FOR JOB SEEKERS IN THE FOLLOWING BUSINESS SECTORS:
Salary : $21