Lead Agent Job Description

Lead Agent Job Description

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Lead agent provides assistance in operational areas including, front office, conference and catering services, production, mail room and workspace reservations and confirmations.

Lead Agent Duties & Responsibilities

To write an effective lead agent job description, begin by listing detailed duties, responsibilities and expectations. We have included lead agent job description templates that you can modify and use.

Sample responsibilities for this position include:

Inspire trust and build strong relationships across business units – such as Front Desks, Guest Services, Mountain Operations, Call Centers (ISD, IED, Online, ), Travel Services, and the Training Department
Partner effectively with various internal departments
Comply with all Health & Safety practices and procedures within the Centre
Daily supervision of the core operations team within the Transfer Agent which provides oversight and direction to outsourced service providers of commodity services
Ability to motivate team members and uplift performance of others yourself is a must
Perform frequent repetitive motions and tasks, to include twisting and bending at the waist and knees and sustaining those positions for extended periods of time
Carry a 70 pound suitcase in front of you, with one or both hands for 25 feet
Lift 70 pounds repetitively from the floor to 54 inches
Push/pull/move luggage carts (200 lbs)
Able to work outdoors in extreme weather conditions and around excessive loud noises

Lead Agent Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Lead Agent

List any licenses or certifications required by the position: ISO, CPR, HR218, ITIL, AED, B/L, DHS, II, CSAA, BD+C

Education for Lead Agent

Typically a job would require a certain level of education.

Employers hiring for the lead agent job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Education, Business, Department of Education, Associates, Accounting, General Education, Finance, Law, Criminal Justice, Social Work

Skills for Lead Agent

Desired skills for lead agent include:

Operational computer and communication programs
Call centre operations
Microsoft Office functionality
Technology and performance metrics
Region
Company products
Exclusive Services and its various functions
Microsoft Office and basic computer functionality
Putonghua is an advantage
Sales and front desk areas and how they relate to reservations

Desired experience for lead agent includes:

The ideal candidate must be a quick learner, self driven and posses a appreciation for the internet & technology
Two plus years of guest service, call center and cash handling experience
Must be able to sit, stand or move for long periods or of time
Lead Genaration or telesales experiance
Having a general knowledge of the software and IT industry
Flexible schedule- Including weekends, evenings, back-to-backs, and holidays

Lead Agent Examples

1

Lead Agent Job Description

Job Description Example
Our company is searching for experienced candidates for the position of lead agent. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for lead agent
  • Be professional in nature
  • Focus on driving agent satisfaction and efficiency
  • Evaluate key areas of responsibility and implement operational improvements, including agent on-boarding and assimilation, training and development, and agent feedback
  • Spearhead initiatives to improve the experience for our agents by evaluating the effectiveness of current practices and analyzing data and results
  • Advise senior leadership on agent and organizational needs
  • Improve current systems that field incoming requests from agents and ensure that issues are resolved both promptly and thoroughly, with a strong customer-service mindset
  • Partner closely and work with sales managers on various business critical initiatives
  • Partner with our Product, Marketing, and Management teams to drive continuous innovation and launch new services and tools
  • Work closely with Agent Operations teams in headquarters and other regions
  • Lead a team of repair and support agents and provides work direction and repair training of all Service Depot Product Categories
Qualifications for lead agent
  • Previous supervisory and/or call center experience Preferred
  • Successful candidate will possess strong leadership, customer service, and communication skills
  • Previous hospitality experience preferred guest service & sales experience
  • Experience with reservations platform - Preferred
  • Previous Ski & Ride School experience - Preferred
  • Must have the ability to multi-task and coordinate follow up on outstanding issues - Required
2

Lead Agent Job Description

Job Description Example
Our company is searching for experienced candidates for the position of lead agent. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for lead agent
  • Contact Client with quote for repair and answer questions regarding cost, product installation and operation
  • Orders required parts to Repair Product
  • Installs Parts and Repair Product
  • Completes Routine Functionality and Quality Testing all Products
  • Performs basic cleaning on all Products
  • Manages the repair work-in-process (WIP) for the mini-team by researching escalated aging units, checking for parts issues/substitutes and researching escalated service order issues
  • Partner with team assistant and repair agent as needed
  • Partner with peers and Supervisor to ensure departmental metrics are achieved during assigned shift
  • Acquire and maintain all hub controller positions
  • Accept trainings relating, but not limited to customer services, security, flight operations, management skills
Qualifications for lead agent
  • To have a working knowledge and understanding of the sales strategies of the Regional hotels and adhere to them at all times, to be aware of the budgeted occupancy, average room rate and the hotels’ performances
  • To liaise with relevant departments and Team Managers Guest Services, in a courteous manner
  • Opera Experience Highly Preferred
  • College degree or relevant leadership experience
  • Must be able to lift up to 40 pounds frequently throughout the day
  • Secondary education or above
3

Lead Agent Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of lead agent. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for lead agent
  • Manages a team of developers responsible for the organization's applications development and analysis function
  • Evaluates existing applications to determine technical changes
  • Schedules projects and resources
  • Sets and implements policies and procedures related to application quality standards and testing
  • Understands complexity of Agent Solutions
  • Deep understanding of integration technologies and strategies
  • Collaborates with Enterprise Architecture
  • Work with and support Hiring Support Center Supervisor in leading, challenging and motivating Hiring Support Team members
  • Be responsible for distributing work amongst a team of agents to ensure customer delivery excellence
  • Identify, assess and make suggestions to improve the efficiency and quality of service delivery
Qualifications for lead agent
  • Minimum 5 years’ experience in DHL operations or logistics industry
  • Education equivalent to a High School diploma/GED
  • Performed for a minimum of 6 months as a Customer Experience Agent or have equivalent experience within a Call Centre environment
  • 6 months of experience with training facilitation of diagnosing and repairing consumer electronics or appliances
  • 9 months of experience diagnosing or repairing consumer electronics or appliances
  • Able to work in a non-climate controlled environment
4

Lead Agent Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of lead agent. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for lead agent
  • Respond in timely manner to Tier 1 escalations from Hiring Support Center Agents
  • Support other Hiring Support team members in accomplishing shared goals
  • Conduct and prepare root cause analysis and identify solutions to improve service
  • Communicating effectively to all customers, candidates, Hiring Support Center Agents Hiring Support leadership
  • Ensure all vehicles leaving the service Centre are in pristine quality and are at par with the BI Standards
  • Answering the phone to supply the counters the right vehicles at the right time slots
  • Ensure the flow of vehicles in and out of the service Centre is expedited quickly and there is consistent movement of vehicles
  • Inspecting vehicles tire tread depth to ensure they are safe for our customers
  • Cleaning of vehicles when required
  • Placement of QR/VIN stickers when is required
Qualifications for lead agent
  • 6 months of experience using an Inventory Management System
  • Consumer Electronics and / or Appliance Manufacture Repair Certification
  • Sealed System Certification
  • Ability to multitask and have an attention to detail
  • Min one year experience as a Lodging Support Services Agent performing HPS and PACT functions is a must
  • Excellent written and communication skills in Mandarin/Cantonese is a must
5

Lead Agent Job Description

Job Description Example
Our company is looking to fill the role of lead agent. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for lead agent
  • Provide the service agents with a fair work load and environment
  • Scheduling of Service Centre employee’s lunch so that each employee has a lunch in a timely manner
  • Follow up with employee’s that are late or absent
  • Opening & closing of Detailing Facility
  • Informing Fleet Supervisor of situations affecting the business
  • Sending gas sheets to the counters once completed and making sure fuel log entries match receipts collected on each shift
  • Preparing of new car stock
  • Cleaning of Detailing Facility
  • Informing fleet supervisor when detailing supplies are needed
  • Ensuring PFS units are being cleaned and parked in the designated area
Qualifications for lead agent
  • Excellent research and documentation skills
  • The ability to multi-task with a high attention to detail
  • The ability to excel in a fast paced, constant changing environment
  • Flexibility and willingness to assist where and when needed as directed by management
  • Ability to work ANY shift and/or assigned to any queue(s) as and when required
  • Strong computer skills with extensive use of MS Office

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