Date: Feb 6, 2024
Location:
Palm Bay, Florida, US
Requisition ID: 6802
Description:
Work location: Palm Bay, FL (not remote)
Pay Rate: $21-$22/hr.
Please see minimum requirements.
Only those who meet the minimum requirements will be considered.
The Team Leader is the direct supervisor for our customer service agents and manages the day-to-day operations of the team including metrics.
Our team leads are responsible for training new hires, performance management and escalation support.
Minimum Requirements:
High school graduated or equivalent
Minimum 2 years in a leadership role managing agents in a call center environment (no exceptions)
Proven experience in MS Office (Word, Excel)
Responsibilities:
Lead a team of 15-20 customer service associates
Consistently ensures that the team meets all KPI's and SLA's set by the clients with strict adherence to Quality parameters
Floor walks regularly to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, and organizing
Strong organizational, planning, and analytical skills
Basic arithmetic and statistical skills for analysis of data and generation of reports
Ability to resolve conflicts and solve problems with a positive attitude and active listening skills
Professional Focus - demonstrates a high level of personal and professional integrity at work.
Treats all team members with empathy, respect, and consideration
Encourage teamwork – consistently work together with the team encouraging trust in each other, engage in constructive conversations for the good of the group
Perform non-phone, email or chat quality audit for the customer service agents and provide feedback
Conduct process training for new hires as well as regular product refreshers for the team
Help the team solve customer complaints and handle escalations whenever necessary
Additional Qualifications:
Proficient in written and verbal English communication
Good problem-solving and conflict resolution skills
Professional, empathetic & courteous in speaking and writing
Experience in leading a team of customer service agents with a passion for customer service
Ability to multitask, work through multiple systems for diagnosis, prioritize, and manage time effectively
Experience in creating training documentation and facilitating process training
Ability to handle and resolve escalated customer calls, emails, and chats
MS Office Skills: Word, Excel, Outlook, Teams, PowerPoint, SharePoint
Firstsource is an Equal Employment Opportunity/Affirmative Action Employer.
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.
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