Call Center Lead

Call Center Lead

Job Description

Come work for a company where you are valued as an employee. As a call center lead you will be providing real time support to a team of call center representatives. It is important that you act with urgency and patience. Paid training will allow you to learn the business protocols and software. You will report directly to the call center manager. In this role you will work side by side with the call center manager and call center care representatives. Some of the call center representatives work a hybrid office/home schedule and require support via a chat application. Other responsibilities will include but are not limited to; Verifying and submitting payroll, submitting help tickets to the IT team, taking escalation calls, coaching and development and more.

Position Details

Pay starting at $17 - $18.00 an hour.

This is a Regular Full-Time position.

Work schedule is Monday-Friday 8:00 AM - 4:30 PM with overtime occasionally based on call volume changes throughout the year.

Employee Discount on company products.

Responsibilities

Providing real time support to call center agents, understand and meet their needs.

Resolve support requests in a timely manner

Utilize systems and technology to complete all service tasks

Escalated calls as necessary.

Q&A coaching both in a one-on-one environment as well as real time.

Maintain company and customer confidentiality

Appropriately respond to escalated customer feedback and/or dissatisfaction in a timely manner.

Approving and submitting payroll by a predetermined deadline.

Assist with other duties as needed.

Qualifications

Call center experience preferred but not required.

Lead or Supervisor experience required.

Basic computer proficiency, particularly with Microsoft applications as well as web-based applications

Punctuality and consistent work attendance

Excellent communication, customer service and interpersonal skills

Ability to work efficiently and effectively in a multi-task customer service environment

Strong decision-making abilities

Problem solving skills

Excellent organizational skills

Please submit resume for consideration. Initial interviews will be completed over the phone. Work location is at 6765 Campus Drive, Colorado Springs, CO 80920.