Lead Bicycle Technician Marriott Vacations Worldwide
Hilton Head Island, SC5 days ago
- $18 Per Hour
Highlights
Job Summary: The Call Center Team Lead is responsible for overseeing a team of call center agents to ensure they provide exceptional customer service, meet performance targets, and adhere to company policies and procedures. The Team Lead plays a critical role in managing day-to-day operations, providing coaching and feedback to agents, and driving continuous improvement in customer service quality.
Numbers & Facts
| Location | South Carolina (Remote) |
| Industry | Management Consulting Services |
| Company Size | 20 to 49 employees |
| Year Founded | 2008 |
| Website | http://www.reqroute.com/ |
Description
Role: Call Center Team Lead
Location: Remote
Term: Contract
Pay Rate: $20.5/hr w2
Job Summary:
The Call Center Team Lead is responsible for overseeing a team of call center agents to ensure they provide exceptional customer service, meet performance targets, and adhere to company policies and procedures. The Team Lead plays a critical role in managing day-to-day operations, providing coaching and feedback to agents, and driving continuous improvement in customer service quality.
Key Responsibilities:
Location: Remote
Term: Contract
Pay Rate: $20.5/hr w2
Job Summary:
The Call Center Team Lead is responsible for overseeing a team of call center agents to ensure they provide exceptional customer service, meet performance targets, and adhere to company policies and procedures. The Team Lead plays a critical role in managing day-to-day operations, providing coaching and feedback to agents, and driving continuous improvement in customer service quality.
Key Responsibilities:
- Team Supervision:
- Lead, manage, and support a team of call center agents to ensure they deliver high-quality customer service.
- Assign daily tasks, manage workloads, and ensure appropriate shift coverage.
- Monitor agents’ performance in real-time and provide immediate support as needed.
- Performance Management:
- Track and evaluate agent performance against key performance indicators (KPIs) such as call handling time, customer satisfaction scores, and first-call resolution rates.
- Conduct regular performance reviews and one-on-one meetings with agents to discuss performance, set goals, and provide constructive feedback.
- Develop and implement action plans to improve individual and team performance.
- Training and Development:
- Onboard new call center agents and provide ongoing training to ensure they understand company policies, procedures, and product/service offerings.
- Identify training needs and coordinate with the training department to deliver relevant training sessions.
- Encourage continuous learning and skill development among team members.
- Quality Assurance:
- Ensure that all customer interactions adhere to company standards and quality guidelines.
- Conduct call monitoring and quality assessments, providing feedback to agents to help them improve their customer service skills.
- Work closely with the Quality Assurance team to identify trends and areas for improvement.
- Problem Resolution:
- Handle escalated customer issues that require advanced problem-solving skills.
- Collaborate with other departments (e.g., technical support, billing) to resolve complex customer inquiries and complaints.
- Maintain accurate records of escalations and resolutions.
- Reporting and Analysis:
- Generate and analyze reports on team performance, identifying trends and areas for improvement.
- Provide regular updates to the Call Center Manager on team performance and operational issues.
- Participate in strategy meetings to discuss performance metrics and contribute to the development of call center policies and procedures.
- Motivation and Engagement:
- Foster a positive and productive work environment by recognizing and rewarding high performance.
- Organize team-building activities and initiatives to maintain high morale and engagement.
- Act as a role model for agents, demonstrating professionalism, integrity, and a commitment to customer service excellence.
- Experience: Minimum of 2-3 years of experience in a call center environment, with at least 1 year in a supervisory or team lead role.
- Education: High school diploma or equivalent (Bachelor’s degree in Business, Communications, or a related field is a plus).
About Company
ReqRoute is a young, vibrant and dynamic recruitment marketing agency focused on providing Recruitment Branding Solutions, HCM Business Consulting; Managed Services to its customers worldwide. No customer is small; we service small businesses to fortune 1000 customers across the globe. Based in the heart of Silicon Valley, we are passionate about building stronger employer brands to help employers attract the best talent.
We differentiate ourselves by our strong value system, commitment to our clients, best practices and a sound industry experience in finding out-performers. ReqRoute develops sustainable relationships based on mutual trust, responsiveness and accountability. While we continue to expand the infrastructure and resources available to our clients, we remain nimble in our approach to customer service and the management of our relationships. We take time to properly understand our client needs and offer a full range of cost effective, client centric solutions to a diverse client base.
We offer flexible delivery methods to help our clients achieve their specific recruitment branding objectives by using our platform. We put you on the driver’s seat by enabling you to track the effectiveness of your recruitment marketing campaign by providing you real time analytics that helps you make changes to strategies and reallocate budgets.
Our Human Capital Management (HCM) Consulting solutions cater to every aspect of HR strategy and planning. From Recruitment, Benefits, Payrolling to Performance Management tools, we provide HCM advisory services for outlining effective HCM Strategy, vendor selection, project management, implementation & user training.
ReqRoute gives you the ability to be as smooth and quick as the technology you are dealing with by putting you in touch with our enormous database. ReqRoute has the ability to quickly respond to technology initiatives by strategically acquiring skills and economically managing accessible resources. With ReqRoute, you have access to competent, brilliant and talented professionals representing every skill set. With ReqRoute, you can bring on professionals that are truly a fit into your teams.
We differentiate ourselves by our strong value system, commitment to our clients, best practices and a sound industry experience in finding out-performers. ReqRoute develops sustainable relationships based on mutual trust, responsiveness and accountability. While we continue to expand the infrastructure and resources available to our clients, we remain nimble in our approach to customer service and the management of our relationships. We take time to properly understand our client needs and offer a full range of cost effective, client centric solutions to a diverse client base.
We offer flexible delivery methods to help our clients achieve their specific recruitment branding objectives by using our platform. We put you on the driver’s seat by enabling you to track the effectiveness of your recruitment marketing campaign by providing you real time analytics that helps you make changes to strategies and reallocate budgets.
Our Human Capital Management (HCM) Consulting solutions cater to every aspect of HR strategy and planning. From Recruitment, Benefits, Payrolling to Performance Management tools, we provide HCM advisory services for outlining effective HCM Strategy, vendor selection, project management, implementation & user training.
ReqRoute gives you the ability to be as smooth and quick as the technology you are dealing with by putting you in touch with our enormous database. ReqRoute has the ability to quickly respond to technology initiatives by strategically acquiring skills and economically managing accessible resources. With ReqRoute, you have access to competent, brilliant and talented professionals representing every skill set. With ReqRoute, you can bring on professionals that are truly a fit into your teams.
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