Team Lead

Position Summary: Provide through monitoring agent performance, answering questions, training employees, and providing floor support. Act as a call center agent. Schedule: Monday–Friday, 8:00 AM – 6:00 PM CST Responsibilities:

Provide support to agents by answering questions and assisting with calls.

Report any employee issues or concerns to the supervisor.

Monitor agent calls and provide quality assurance evaluations.

Provide immediate feedback, including rewarding employee performance, coaching and counseling.

Responsible for the collection and handling of sensitive customer data, including credit card numbers.

Maintain client and customer confidentiality.

Maintain all project productivity, efficiency, and quality goals.

Arrive at work on time and adhere to attendance expectations.

Assist in the training and development of new employees through demonstration, answering questions, observing and offering constructive feedback.

Act as a subject matter expert for the program for other departments

Other duties as assigned.

Requirements:

High school diploma or equivalent required.

Prior work experience in a customer service role preferred

Excellent telephone etiquette and ability to communicate effectively.

Ability to speak confidently and persuasively with customers.

Ability to demonstrate professionalism and enthusiasm on each call.

Ability to handle stress, including difficult or emotional customers.

Accurate spelling and strong writing skills.

Basic computer and keyboarding skills; knowledge of internet and e-mail preferred