Seasonal Team Lead

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

📋 Description

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

• Offer first-level assistance to CSRs regarding intricate client inquiries and challenges.

• Review and assess incident reports, proposing strategies to minimize help line incident rates.

• Recognize and promptly escalate complex issues.

• Follow up on customer escalations to facilitate future issue resolution.

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

• Cultivate specialized knowledge in specific areas to assist the division effectively.

• Monitor service quality and implement corrective measures when necessary.

• Collect and regularly analyze data from available resources.

• Identify potential challenges within the team or call center and report these to the Call Center Manager.

• Aid agents in resolving customer problems.

• Foster an optimal work environment for the team.

⛳️ Requirements

• Proven supervisory experience and a strong background in customer service are essential.

• Prior call center experience is mandatory.

• Proficiency in computer skills is required.

• Familiarity with email, word processing, spreadsheet software, and the Drake suite is necessary.

• Flexibility in working hours during peak seasons is expected.

• Ability to prioritize tasks and execute them through effective time management.

• Maintain a positive and professional work ethic.

• Capability to uphold company policies and exercise sound judgment.

• Must maintain confidentiality regarding employee or sensitive information.

• Excellent attendance record is required.

• Commitment to customer service and dedication to team investment.

• Ability to mentor employees and foster open performance discussions.

• Ethical behavior and respect for others are crucial.

• Initiative to pursue self-development and accept increased responsibilities.

• Strong oral communication and active listening skills.

• Quality management skills with a focus on accuracy and thoroughness.

• Adherence to safety and security protocols is required.

• Willingness to engage in training and development opportunities.

• Proficient written communication skills.

• Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, or governmental regulations.

• Competence in drafting reports, business correspondence, and procedural manuals.

🏝️ Benefits

• Supportive, open, and inclusive work environment.

• Equal employment opportunities for all.

• Disability assistance or accommodations available.