Westlake Services, LLC
Department Lead - 60s
Westlake Services, LLC, Agoura Hills, California, United States, 91375
Westlake Services, LLC | Corporate Office29851 Agoura RdAgoura Hills, CA 91301, USA
Westlake Services, LLC | Corporate Office29851 Agoura RdAgoura Hills, CA 91301, USA
Westlake Services, LLC. | Corporate Office4751 Wilshire BlvdSuite 100Los Angeles, CA 90010, USA
Westlake Services, LLC. | Corporate Office4751 Wilshire BlvdSuite 100Los Angeles, CA 90010, USA
Under minimal supervision, the Department Lead assists the Management Team with overseeing the department. This entails ensuring proper coverage for call volume throughout the day, reviewing various reports for compliance purposes, participate in the training and coaching of the call center staff, investigate and resolve escalated issues, responsible for providing lead support in the absence of a Supervisor and complete other work as assigned.RESPONSIBILITIES:Monitor live reports and address concerns when identifiedMonitor phone calls to ensure proper handlingCoach agents as needed or directedStep in to lead a team when Supervisor is absentDocument all interactions with agents / Update coaching logCommunicate professionally with internal and external customersOther duties as assignedMaking sure things get done in a timely manner. Send Reminders.REQUIREMENTS:Ability to interpret and explain policies and procedures to othersExercise sound judgment when making decisionsExcellent organization and prioritization skillsUse proper grammar and email etiquette including accurate spelling and correct vocabularyDiffuse hostile callersDevelop and deliver trainingAbility to work under time constraints and daily deadlinesGood interpersonal skills and team work awarenessMaintain confidentiality with personnel and management issuesMust be able to maintain an 8-hour shift; Flexible schedule required; must be willing to work overtime, weekends and evening shifts.
What do we offer?Medical, Dental, and Vision benefitsLife Insurance and Long-term disability plansFlexible Spending Account401K matchingEmployee Stock Ownership Program in a $18.2 Billion Company, plus company matchingWellness ProgramsMetro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only)Discounts on Parks, Museums, Movie Tickets, and AttractionsEmployee Loan AssistanceAnnual Flu ShotPaid Vacations DaysPaid Sick daysPaid holidaysHGym (available in our Los Angeles, CA & Dallas, TX office)Rental Car Discounts, Dell Member Purchase ProgramUKG WalletAcknowledgmentWe will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.We are an equal-opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.
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Westlake Services, LLC | Corporate Office29851 Agoura RdAgoura Hills, CA 91301, USA
Westlake Services, LLC. | Corporate Office4751 Wilshire BlvdSuite 100Los Angeles, CA 90010, USA
Westlake Services, LLC. | Corporate Office4751 Wilshire BlvdSuite 100Los Angeles, CA 90010, USA
Under minimal supervision, the Department Lead assists the Management Team with overseeing the department. This entails ensuring proper coverage for call volume throughout the day, reviewing various reports for compliance purposes, participate in the training and coaching of the call center staff, investigate and resolve escalated issues, responsible for providing lead support in the absence of a Supervisor and complete other work as assigned.RESPONSIBILITIES:Monitor live reports and address concerns when identifiedMonitor phone calls to ensure proper handlingCoach agents as needed or directedStep in to lead a team when Supervisor is absentDocument all interactions with agents / Update coaching logCommunicate professionally with internal and external customersOther duties as assignedMaking sure things get done in a timely manner. Send Reminders.REQUIREMENTS:Ability to interpret and explain policies and procedures to othersExercise sound judgment when making decisionsExcellent organization and prioritization skillsUse proper grammar and email etiquette including accurate spelling and correct vocabularyDiffuse hostile callersDevelop and deliver trainingAbility to work under time constraints and daily deadlinesGood interpersonal skills and team work awarenessMaintain confidentiality with personnel and management issuesMust be able to maintain an 8-hour shift; Flexible schedule required; must be willing to work overtime, weekends and evening shifts.
What do we offer?Medical, Dental, and Vision benefitsLife Insurance and Long-term disability plansFlexible Spending Account401K matchingEmployee Stock Ownership Program in a $18.2 Billion Company, plus company matchingWellness ProgramsMetro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only)Discounts on Parks, Museums, Movie Tickets, and AttractionsEmployee Loan AssistanceAnnual Flu ShotPaid Vacations DaysPaid Sick daysPaid holidaysHGym (available in our Los Angeles, CA & Dallas, TX office)Rental Car Discounts, Dell Member Purchase ProgramUKG WalletAcknowledgmentWe will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.We are an equal-opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.
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