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At a glance
Job overview
Firstsource is hiring a Team Lead. Assist the manager with day‑to‑day management of call center employees, provide direction and guidance to less experienced staff, monitor service levels, ensure coverage, and act as an escalation point for customer issues.
Key focus areas include Assist manager with day‑to‑day management of call center employees, Provide direction and guidance to less experienced call center personnel, and Monitor service levels and ensure adequate coverage.
Important skills include Customer Service Skills, Communication, Computer Navigation, People Skills, Independent Work, and Collaboration.
Skills & qualifications
Skills
Qualifications
Full job description
Experience Required
4 - 20 years
Minimum Education Required
High School Diploma/G.E.D.
Compensation
$7.25 / hourly
Hours Per Week
40
Number Of Positions
1
Work Schedule and Shift Requirements
First (Day)
Job Description
Job Summary
Assist manager with day-to-day management of call center employees. Provide direction and guidance to less experienced call center personnel. Monitor service levels, ensure adequate coverage and assist supervisor with staffing issues. Act as escalation point for resolving customer issues.
Job Description
Oversee a team of Customer Service Representatives who handle customer service inquiries and problems
Monitors operations to ensure adherence to service level standards and company/department policies and procedures
Acts as an escalation point for resolving customer issues
Evaluates the quality of representatives' calls and provides feedback on strengths and areas for improvement
Provides input for performance appraisals
Provides coaching and mentoring to less experienced call center personnel.
Takes calls in the queue as needed
Ensures new representatives are set up with appropriate software and systems
Recommends streamlining opportunities and process improvements
May communicate with clients, vendors and other departments to ensure quality service delivery and customer satisfaction
May be responsible for training Customer Service Representatives
May serve as a backup to the supervisor in their absence
Other related duties assigned as needed
Requirements
High school diploma or equivalent
Minimum4 or more years of experience in a call center environment
At leastone year in a senior level job
Knowledge of the company's products, services
One or more years of financial services experience is preferable
and business operations to enable resolution of customer inquiries
Excellent customer service skills that build high levels of customer satisfaction
Excellent verbal and written communication skills
Computer navigation and operation skills
Demonstrates effective people skills and sensitivities when dealing with others
Ability to work both independently and in a team environment
Firstsource is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace. The company participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's I-9 to confirm work authorization.
It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.
Job Type
Full time
Benefits Offered
Not specified
Veteran Preference
No
Place of Work
On-site
Requisition ID
22565
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