About the role:

Reporting directly to the Program Manager, the Team Leader will be a positive ambassador for the program that inspires and coaches a team of agents while still leading by example and continuing to provide exemplary customer service to the clients. The Team Leader will support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration.

This is a remote work model. Aside from in-person new hire training and additional skill-based training, as needed, the position is almost entirely a work from home position.

Responsibilities & Duties:

• Participate in employee hiring and training to ensure competent and effective employees that exceed internal and external expectations.
• Ensure all employees have the necessary tools and knowledge to conduct high quality work.
• Ensure agents understand and comply with all call center objectives, performance standards, and policies.
• Respond to agent questions regarding best practices or difficult calls.
• Identify operational issues and suggest possible improvements.
• Monitor and evaluate agent performance, provide learning or coaching opportunities, and take corrective action, if necessary.
• Prepare reports and analyze data to assist management as they determine call center goals.
• Collaboratively partner with the other supervisors and management team members to support agents, ensure operational consistency, and maximize customer satisfaction.
• Assist with creating team incentives, adapting them to include associates as needed and participate in recognition programs.
• Remain flexible to business needs regarding schedule (opening and closing duties, assisting other areas, and flex-up hours during peak season.)

Qualifications & Skills:

• High School Diploma is required with post-secondary education in a related field preferred.
• Minimum 2 years call center supervisor/management experience with account reconciliation and collections is required.
• Exceptional ability to train, coach and motivate employees and evaluate their performance.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Experience working within the Net Suite CRM is a strong asset.
• Strong negotiation, persuasion, and conflict resolution skills.
• Exceptional verbal and written communication skills
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
• Ability to inspire, energize and drive a wonderful employee experience.
• To work remotely you must be able to connect your assigned computer equipment via Ethernet cable or secured Wi-Fi (WPA2 Personal with a strong password) and have reliable internet with 30Mbps download and 10Mdps upload speed.

We Offer:

• Competitive Pay
• No weekend work. The hours are Monday through Friday from 8:00am to 4:30pm.
• Paid time off
• Full time hours
• Fully paid training
• Health, Dental and Vision Insurance
• 401K plan with a guaranteed 3% annual company contribution
• Remote Work except all new hire training and additional skill-based training (as needed) will be conducted in person on site at our San Antoinio office location near the airport.