Contact Center Team Lead

Summary

Join Help at Home as a Contact Center Team Lead and oversee daily operations, ensuring customers receive high-quality service. As a subject matter expert, provide support to agents and serve as an escalation point for contact center issues.

Requirements

• Ability to work in a fast-paced work environment
• Ability to manage multiple tasks and time efficiently
• Experience working with external vendors and BPOs preferred but not required
• Experience in working with CRM tools such as Zendesk
• Experience supporting contact center leadership on key tasks, projects or initiatives
• Strong interpersonal and intercultural communication skills to effectively communicate internally and externally with all levels of the organization, including customers, clients and vendors
• Maintains a professional telephone presence for constructive and engaging communications, and possess conflict resolution skills for more challenging communications
• Demonstrated leadership ability that drives commitment to helping others build knowledge and skills that support achieving and exceeding goals and build the overall capabilities of the organization for success
• Ability to coach and mentor a team through change and innovation effectively, aligning to the organizations vision, mission, strategic objectives and team goals
• Ability to build constructive and effective relationships through clear communications and collaboration with colleagues at all levels, developing a strong team and enhance team spirit to achieve organizational objectives
• Demonstrates analytical abilities, leveraging tools to creatively resolve problems in a variety of contexts with a keen eye on detail

Responsibilities

• Operational Management: Ensure efficient and effective handling of customer interactions across all channels (phone, email, chat, social media, etc.), by monitoring agent performance through regular audits, coaching feedback and action plans with agents
• Responsible for escalated and complex customer and client issues and serve as an escalation point for contact center agents, including BPO partner
• Handle contact center calls and tickets as required during high volume intervals to better support the team and customers
• Perform all other duties as required and assigned

Benefits

• Health insurance
• Retirement benefits
• Paid time off