Contact Center Team Lead

Summary

Join Help at Home as a Contact Center Team Lead and oversee daily operations, ensuring high-quality customer service. You will act as a subject matter expert, supporting agents, escalating issues, and coaching for service excellence. Monitor call trends, identify solutions, and foster a positive work environment. This role requires strong leadership, communication, and analytical skills. You will ensure compliance with regulations and policies, addressing escalated customer issues effectively. The position offers a competitive salary and benefits package.

Requirements

• Ability to manage multiple tasks and time efficiently
• 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
• Bachelor’s degree in Business Administration, Management, Communications, or a related field
• Minimum of 3 years of experience in operations or contact center management, with at least 3 years in a leadership role
• Proven record in managing operations and omnichannel contact centers
• Good understanding of contact center technologies and omnichannel platforms

Responsibilities

• Oversee the daily operations of the contact center, ensuring customers are receiving the highest level of service and quality by assisting and supporting all agents to provide the best customer service
• Serve as a subject matter expert on contact center operational processes, provide support to agents as well as an escalation point for contact center agents including BPO partner
• Coach and mentor contact center agents to ensure high level of service delivery as well as monitoring call trends and suggest solutions to resolve issues identified from trends
• Lead with empathy, vulnerability, and honesty
• Must have a love of learning
• Endless curiosity and an enthusiasm for continuous improvement
• Team-first mindset
• Empower and inspire full time associates through coaching
• Hold others to high standard
• Knows how and when to celebrate success
• 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
• Champion a customer-centric culture within the contact center, ensuring that all interactions reflect the company’s commitment to customer and client satisfaction
• Foster a positive work environment, ensuring collaboration and teamwork across all areas of the business
• Ensure compliance with all relevant regulations, policies, and procedures
• Maintain up-to-date knowledge of both our internal policies and procedures including adherence to the Privacy Act and HIPAA as it relates to the confidentiality of information released
• Address and resolve escalated customer and client issues in a timely and effective manner

Preferred Qualifications

Experience working with external vendors and BPOs preferred but not required

Benefits

• Weekly pay with salary range from $45,000- $55,000
• Direct deposit
• Healthcare, dental, and vision insurance
• Paid time off and parental leave
• 401k
• Ongoing, in-depth training opportunities
• Meaningful work with clients who need your help
• Career growth and experience with an industry leader with 40+years of history in a high-demand field