Job Description
Call Center Team Lead Location: Detroit, MI Duration: 6-7 months Description:
Requesting Department: Group Cust Inquiry & Billing
Requires general knowledge of the area being supervised. May be supervising team members assigned to a particular shift. Administers department policies and procedures. Ensures adequate levels of service are maintained by providing cross-training and/or formal training as necessary. Reviews and ensures a high level of quality and service is maintained by meeting or exceeding commitments. Initiates, develops and enforces standards and procedures in support of improved service. Performs administrative duties. May be heavily involved in technical activities. Relies on experience and judgment to plan and accomplish goals. Creativity is expected. Minimum 3 years related experience preferred. Bachelor's degree in related field preferred.
Summary
Responsible for planning, coordinating, and supervising all administrative, operative and employee functions within assigned area(s) to ensure an efficient and cost-effective area in accordance with departmental and corporate standards and objectives.
Essential duties and responsibilities include the following: - Other duties may be assigned. - Supervise, coordinate, direct and monitor staff activities to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing. - Prioritize and assign work to employees and initiate corrective measures to resolve problems including scheduling or adjusting overtime requirements as necessary. - Select, train, develop, appraise and counsel support staff personnel. - Interface with diverse levels of internal and external personnel to develop and maintain effective rapport and to resolve issues and inquiries. - Monitor and analyze proficiency and quality efforts subordinate personnel. - Administer and adhere to Corporate and Departmental policies, practices and procedures, including union contract administration. - Recommend and implement new or improved systems which will enhance or expedite work. Education and/or experience
Bachelor's Degree in related field preferred.
A minimum of 60 college credits is required.
Three (3) years customer service experience in a call center environment.
Two (2) years' experience in a leadership role preferred.
Other skills and abilities
Detailed knowledge of assigned client department(s)/area(s) including all applicable policies, procedures and processes as preferred.
Strong organizational, planning, analytical and communication skills.
Other related skills and/or abilities may be required to perform this job.