Team Leader-Customer Care

Job Description

Description

Responsible for direct supervision of an inbound call customer care team and the guidance and leadership of all Customer Care Representatives. Oversees day-to-day activities of the call center to ensure the efficient use of all resources. Promotes an environment conducive to achieving established performance goals, balanced scorecard and employee engagement.

Primary Duties and Responsibilities (Essential Job Function):

• Guides and coaches’ customer care representatives to provide the highest degree of friendly, helpful, enthusiastic and professional customer care.
• Monitors incoming call volume to ensure the fullest attention to calls waiting and maintain appropriate level of urgency during peak periods.
• Assists with call volume as needed, handles escalated phone calls as well as complex billing issues for customers.
• Supervises all call center activities and employees during hours of operation.
• Monitors daily call center performance, employee issues and scheduling requirements.
• Manages workload and reports performance statistics to Managers.
• Trains, monitors, coaches and develops customer care personnel on customer contact skills, cross sell skills and IT systems. Administers appropriate and timely feedback to team members.
• Applies comprehensive knowledge of company policies and procedures to support Customer Care Representatives, handle customer appeals and investigates all manner of customer inquiries and issues.
• Opens and closes the call center and alternates as call center Manager during selected shifts.

Qualifications - External

Knowledge:

• Comprehensive and thorough knowledge of all call center procedures and processes, and all company products, services, policies, procedures and IT systems.

Skills/Abilities:

• Superior written and verbal communication skills required, including the ability to diffuse tense situations involving irate customers.
• Ability to handle multiple tasks in a fast-paced environment.
• Strong analytical, problem solving and organizational skills.
• Strong leadership and coaching abilities with the ability to provide constructive, developmental feedback.
• Fluency in The English and Spanish Language Preferred

Education/Experience:

• High School graduate or equivalent with minimum five (5) years customer care experience with 2 years leadership/management or quality assurance background preferred, or equivalent combination of formal education/training and experience.

Other (Including physical requirements, working conditions, etc.):

• Working hours vary in accordance with workload requirements. Rotating shift work, including weekends, evenings and holidays, is required
• Mandatory Codes-over time required
• Dependability and flexibility are essential
• May perform other duties as assigned.

Disclaimer:

An employee in this position is considered essential and is required to work overtime when needed.

Qualifications

Constellation is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.
VEVRAA Federal Contractor