Seasonal Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a team of Customer Support Representatives in a call center, emphasizing customer satisfaction and retention.

• Offer initial support to CSRs for intricate client inquiries and challenges.

• Evaluate incident reports and propose strategies to decrease help line incident rates.

• Recognize, escalate, and follow up on challenging customer concerns.

• Train new CSRs on software products and update current CSRs on software enhancements.

• Cultivate advanced knowledge in specific areas to aid the division.

• Supervise service quality and implement corrective measures when necessary.

• Collect and distribute data from available resources.

• Detect potential team or call center challenges and communicate them to the Call Center Manager.

• Mentor staff, assist agents in resolving client issues, and promote a positive work environment.

⛳️ Requirements

• Proven supervisory and customer service experience is essential.

• Experience in a call center is required.

• Proficiency in computer applications, including email, word processing, spreadsheet software, and the Drake suite.

• Ability to adjust hours during peak seasons.

• Capability to prioritize tasks and complete all assignments using effective time management skills.

• Proficient in reading, analyzing, and interpreting business publications, professional journals, technical procedures, or governmental regulations.

• Skilled in writing reports, business correspondence, and procedure manuals.

• Ability to maintain confidentiality regarding employee or sensitive information.

• Excellent attendance record.

• Competence to coach employees and sustain a two-way performance dialogue.

• Effective oral and written communication skills.

• Capacity to monitor and enhance quality.

• Commitment to observing safety and security protocols.

🏝️ Benefits

• Supportive, open, and inclusive work environment.

• Equal opportunity employment.

• Disability assistance or accommodation available throughout the hiring process.