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Customer Service Team Lead

Overview
Individual should have a firm grasp on all processes within their scope of the call center and have knowledge of a call center operation. Their responsibilities are between the call center representative and supervisor. Additional duties include assuming the responsibility of the supervisor should the need arise.
Responsibilities
Mentor and coach nesting representatives.
Provide coaching and team building skills with the staff.
Identify and address needs of business to ensure timely response to all request.
Motivate and drive staff to achieve desired results.
Develop and implement process changes that provide a value add to the client & customers.
Handle escalated issues and de-escalate callers when necessary.
Provides direct communication to the Supervisor/Manager of the department to identify areas of opportunity.
Generates daily work load reports & department game plan to direct staff into daily actions.
Decision making to best support needs of customer/client & Warrantech as it relates to loss control.
Attend weekly team meetings and provide feedback & reports of staff's weekly performances including QA.
Works with training and management staff to sign off on new hire functionality prior to task assignment.
Acts as a point of contact for any escalations.
Additional duties based on management discretion.
Assume supervisory role in the absence of the Call Center Supervisor
Qualifications
High school diploma or equivalent
College degree or some college preferred
3+ years of experience in a call center environment
At least 2 years with lead, service or claims experience.
Ability to comprehend business processes and flows & ability to implement within the department.
Complex understanding of Terms & Conditions & how these coverage's relate to the needs of the business.
Ability to think independently and make sound decisions pertaining to service and customer satisfaction
Exceptional listening, written, and verbal communication skills
Must be detailed oriented & organized to implement & measure success of department & process changes.
Must be adaptable to frequent and fast paced business environment.
Ability to resolve conflict and negotiate
Strong PC skills (Word, Power Point, etc) €“ MS Excel is a must.
Experience with AS400 preferred

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