Job Description

Qualifications:

2+ years experience as supervisor/acting supervisor in a call center environment
Strong leadership and team management skills
Exceptional verbal and written communication abilities
Ability to analyze data and make informed decisions
Knowledge of call center operations and metrics
Proficiency in call center management software and Microsoft Office

Job Description:

Manage team performance
Provide effective coaching and constructive feedback to subordinates
Take customer service and escalation when needed
Holds team huddle/coaching session/goal-setting/one-on-one as needed/required
Handles escalated requests and researches answers posted by associates to ensure customer satisfaction
Reviews and analyzes performance data, creates action plans, and monitors execution to ensure goals are met
Holds regular check-in meetings with the client to keep them informed of the trends, changes, and development within the team
Facilitates learning sessions to enhance associate technical and communication skills

Performs administrative tasks such as sending daily capacity reports, daily/weekly performance dashboards, and other ad hoc tasks

Lead Associate