TestEquity LLC
Contact Center Chat Lead
TestEquity LLC, Long Branch, New Jersey, us, 07740
Job Details
Job Location
NJ Long Branch - Long Branch, NJ
Position Type
Full Time
Description
Summary/Purpose of the Position:
The Contact Center Chat Lead oversees the daily operations of a team of contact center agents. This role assists in the training process, ensuring that the agents are well prepared for handling customer communications, they continue to support the agents by monitoring their progress, ensuring the agents understand and meet expectations, answer questions, and provide them with ongoing coaching. The Contact Center Chat Lead maintains records of the center, prepares reports, and makes recommendations for improvement as well as arranges the working schedule of the contact center staff.
Essential Duties, Functions and/or Responsibilities:
Responsible for the day-to-day operations of a group of contact center agents
Answer agent questions regarding best practices or difficult customer interactions
Serve as the first point of contact for customer escalations
Monitor and evaluate agent performance, provide learning or coaching opportunities
Coach and retrain new contact center agents to cultivate the knowledge and skills needed to provide best in class customer service
Communicate expectations, assignments, and responsibilities to team members
Ensure agents understand and comply with all call center objectives, performance standards, and policies
Identify performance related issues and develop an action plan for improvement including writing and conducting performance appraisals
Develop team members to support the Contact Center department through managing first handling of customer interactions on chats and escalating interactions to the NJ team
Prepare reports and analyze data to assist the Contact Center Manager in determining call center goals
Act as a backup/coverage agent when needed
QualificationsEducation and/or Work Experience Requirements:
High school diploma or GED required
Associates/Bachelor's degree in related field preferred, but not required
Call center, customer service, or supervisory experience is required
Exceptional verbal and written communication skills
Understanding of company products, policies, and services is ideal
Ability to motivate employees and evaluate performance.
Good computer skills including Microsoft Office, Excel, Word and PowerPoint
Physical Requirements:
Ability to safely and successfully perform essential job functions in accordance with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
Ability to maintain regular and timely attendance in accordance with the ADA, FMLA, and other federal, state, and local regulations.
TestEquity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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Job Location
NJ Long Branch - Long Branch, NJ
Position Type
Full Time
Description
Summary/Purpose of the Position:
The Contact Center Chat Lead oversees the daily operations of a team of contact center agents. This role assists in the training process, ensuring that the agents are well prepared for handling customer communications, they continue to support the agents by monitoring their progress, ensuring the agents understand and meet expectations, answer questions, and provide them with ongoing coaching. The Contact Center Chat Lead maintains records of the center, prepares reports, and makes recommendations for improvement as well as arranges the working schedule of the contact center staff.
Essential Duties, Functions and/or Responsibilities:
Responsible for the day-to-day operations of a group of contact center agents
Answer agent questions regarding best practices or difficult customer interactions
Serve as the first point of contact for customer escalations
Monitor and evaluate agent performance, provide learning or coaching opportunities
Coach and retrain new contact center agents to cultivate the knowledge and skills needed to provide best in class customer service
Communicate expectations, assignments, and responsibilities to team members
Ensure agents understand and comply with all call center objectives, performance standards, and policies
Identify performance related issues and develop an action plan for improvement including writing and conducting performance appraisals
Develop team members to support the Contact Center department through managing first handling of customer interactions on chats and escalating interactions to the NJ team
Prepare reports and analyze data to assist the Contact Center Manager in determining call center goals
Act as a backup/coverage agent when needed
QualificationsEducation and/or Work Experience Requirements:
High school diploma or GED required
Associates/Bachelor's degree in related field preferred, but not required
Call center, customer service, or supervisory experience is required
Exceptional verbal and written communication skills
Understanding of company products, policies, and services is ideal
Ability to motivate employees and evaluate performance.
Good computer skills including Microsoft Office, Excel, Word and PowerPoint
Physical Requirements:
Ability to safely and successfully perform essential job functions in accordance with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
Ability to maintain regular and timely attendance in accordance with the ADA, FMLA, and other federal, state, and local regulations.
TestEquity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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