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Contact Center Team Lead
Money Mart Financial
Malvern, PA, United States
Job Details - this job has expired, please see similar jobs below
GENERAL FUNCTION
Exciting opportunity to help build a state of the art call center to support loan processing and customer service. The Contact Center Team Lead is responsible for the daily running of Call Center Associates who are responsible for all inbound and outbound calls. This individual will be responsible for determining customer service and sales targets as well as planning areas of improvement or development.
Responsibilities:
• Help to build state of the art Contact Center to support customer contact, loan processing and customer service functions
• Assist in implementing new telephony and technology to automate the business processes and drive efficiencies.
• Supervise and effectively engage team of 12-15 Contact Center Associates, and 1 Assistant Lead.
• Support training of new Associates, and continuous education for tenured Associates to keep up to date on new functions, processes changes, and technology enhancements
• Assist with customer escalations and feedback management
• Perform quality assurance activities and monitor performance of call center to ensure call center goals are met.
• Provide input regarding trend forecasts and data analysis related to volume and workload, and effectively manage within budgetary parameters.
• Collaborate with the stakeholders to develop short- and long-term strategic plans.
• Liaise and partner with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
• Own workforce management functions like staffing and scheduling for your team, as well as maintaining an engaged and motivated workforce.
• Conduct coaching, developmental sessions, performance reviews, and administer disciplinary action as needed.
Qualifications
EDUCATION
• High school diploma or equivalent.
• Post-secondary degree or diploma in business or related field preferred.
EXPERIENCE
• 3 years’ experience in a call center environment
• Minimum 3 years’ experience working in a management capacity
• The candidate must have an aptitude for providing positive customer service and good communication, and problem solving skills
SKILLS
• Strategic thinker with ability to examine and re-engineer customer service operations, form new policies, and develop and implement new strategies
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
• Exceptional conflict resolution, negotiation, and objection handling skills.
• Strong communication skills and ability to manage up and down building strong relationships throughout.
• Leadership ability and team building skills to effectively supervise staff required.
• Thorough understanding of Call Center operations, principles and metrics.
• Experience in all aspects of customer service and people management.
• Strong knowledge of sales principles, methods, practices, and techniques.
• Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required.
Additional Information
Information will be kept confidential according to EEO guidelines.