VSA Inc.
Call Center Team Lead (Philadelphia)
VSA Inc., Haddonfield, New Jersey, us, 08033
Overview:
Join a leading Philadelphia-based transportation authority as a Call Center Team Lead, where you’ll play a pivotal role in guiding a team to success. You'll oversee operations, provide exceptional service, and ensure smooth call center functionality within a high-profile organization. This position is in person in Center City, Philadelphia.
Key Responsibilities:
Report to Supervisor : Directly report to your supervisor, keeping them informed of key developments.
Monitor CMS Reports : Oversee CMS reports such as Queue, Top Agent, and Split/Skill Summary to ensure proper agent logins and track call metrics including call volume, average speed of service, abandonment rates, and percentages.
Assist with VSA Operations : Support the supervisor with the opening and closing of the VSA Operations Center.
Deliver Exceptional Service : Provide outstanding service and instructions to both representatives and customers.
Document Calls : Maintain accurate documentation of call information in accordance with standard operating procedures.
Shift Reports : Prepare and send morning and evening shift reports as requested.
Verify Time Logs : Check and update the CSR sign-in and sign-out logs, ensuring alignment with TimeClock records.
Customer Follow-Up : Handle follow-up calls, addressing and resolving customer inquiries and concerns.
Lunch and Break Coverage : Cover lunches and breaks for supervisors and managers as required.
Support Team Members : Assist team members facing challenges and provide guidance as needed.
Research and Accuracy : Use available resources and systems to research and provide accurate responses to customer queries.
Active Call Handling : Spend at least 50% of each shift answering calls at your lead station.
Maintain Standards : Consistently achieve above-average QA, performance, and attendance metrics.
Quality Assurance : Conduct QA checks on CSRs and monitor work codes daily as needed.
Track Incidents : Record CSR incidents accurately on report sheets.
Confidential Reporting : Report any concerns regarding CSRs or supervisors confidentially to the appropriate management levels.
Required Skills:
Leadership : Guide a diverse team through challenges effectively.
Professionalism : Maintain composure and professionalism in all interactions.
Empathy : Demonstrate empathy towards customers and resolve issues effectively.
Attention to Detail : Ensure meticulous analysis of customer information for problem-solving.
Motivation : Employ motivational techniques to boost team performance and lead by example.
Coaching and Mentoring : Provide exceptional tutoring and mentoring to team members.
Work Ethic : Exhibit a strong work ethic to inspire and elevate team performance.
Multitasking : Efficiently handle multiple tasks with minimal errors.
Effective Communication : Clearly convey important information to staff on behalf of management and clients.
Technological Proficiency : Set up workstations and handle technological aspects for call center operations.
Attendance : Maintain excellent attendance and punctuality.
Experience/Education:
Previous call center team lead in inbound call center environment (minimum 2 years).
HS Diploma.
BA/BS is a plus.
Knowledge of call center telephony and technology.
Experience with call center reporting.
Good data entry and typing skills.
Understanding customer service/care.
Bilingual (Spanish) is a plus.
If you're ready to lead a dynamic team and contribute to a prominent transportation authority, apply now!
#J-18808-Ljbffr
Join a leading Philadelphia-based transportation authority as a Call Center Team Lead, where you’ll play a pivotal role in guiding a team to success. You'll oversee operations, provide exceptional service, and ensure smooth call center functionality within a high-profile organization. This position is in person in Center City, Philadelphia.
Key Responsibilities:
Report to Supervisor : Directly report to your supervisor, keeping them informed of key developments.
Monitor CMS Reports : Oversee CMS reports such as Queue, Top Agent, and Split/Skill Summary to ensure proper agent logins and track call metrics including call volume, average speed of service, abandonment rates, and percentages.
Assist with VSA Operations : Support the supervisor with the opening and closing of the VSA Operations Center.
Deliver Exceptional Service : Provide outstanding service and instructions to both representatives and customers.
Document Calls : Maintain accurate documentation of call information in accordance with standard operating procedures.
Shift Reports : Prepare and send morning and evening shift reports as requested.
Verify Time Logs : Check and update the CSR sign-in and sign-out logs, ensuring alignment with TimeClock records.
Customer Follow-Up : Handle follow-up calls, addressing and resolving customer inquiries and concerns.
Lunch and Break Coverage : Cover lunches and breaks for supervisors and managers as required.
Support Team Members : Assist team members facing challenges and provide guidance as needed.
Research and Accuracy : Use available resources and systems to research and provide accurate responses to customer queries.
Active Call Handling : Spend at least 50% of each shift answering calls at your lead station.
Maintain Standards : Consistently achieve above-average QA, performance, and attendance metrics.
Quality Assurance : Conduct QA checks on CSRs and monitor work codes daily as needed.
Track Incidents : Record CSR incidents accurately on report sheets.
Confidential Reporting : Report any concerns regarding CSRs or supervisors confidentially to the appropriate management levels.
Required Skills:
Leadership : Guide a diverse team through challenges effectively.
Professionalism : Maintain composure and professionalism in all interactions.
Empathy : Demonstrate empathy towards customers and resolve issues effectively.
Attention to Detail : Ensure meticulous analysis of customer information for problem-solving.
Motivation : Employ motivational techniques to boost team performance and lead by example.
Coaching and Mentoring : Provide exceptional tutoring and mentoring to team members.
Work Ethic : Exhibit a strong work ethic to inspire and elevate team performance.
Multitasking : Efficiently handle multiple tasks with minimal errors.
Effective Communication : Clearly convey important information to staff on behalf of management and clients.
Technological Proficiency : Set up workstations and handle technological aspects for call center operations.
Attendance : Maintain excellent attendance and punctuality.
Experience/Education:
Previous call center team lead in inbound call center environment (minimum 2 years).
HS Diploma.
BA/BS is a plus.
Knowledge of call center telephony and technology.
Experience with call center reporting.
Good data entry and typing skills.
Understanding customer service/care.
Bilingual (Spanish) is a plus.
If you're ready to lead a dynamic team and contribute to a prominent transportation authority, apply now!
#J-18808-Ljbffr