Call Center Team Lead

FYIJob Title: Call Center LeadCustomer service leadDuration: 06 Months (Temp to Perm)Job Location: 1555 West Walnut Hill Lane #200 Irving Texas 75038

Job DescriptionPosition Responsibilities

• Review work and monitor phone calls for CSR's assigned to team. (Ensure work is accurate and that proper policies and procedures were followed and meet compliance, GLBA and FCRA guidelines.2. Handle escalated calls from upset clients or borrowers.3. Handle overflow calls as needed to keep customer average handle time under 2 minutes.4. Provide feedback and coaching as needed to CSR's via 1:1 meetings with each team member (at least weekly)5. Conduct regular team meetings to communicate updates and gather feedback from the team (at least monthly)6. Provide training to new hires assigned to the team as well as ongoing training for current team members.7. Assist in the preparation of annual performance reviews for assigned team members.8. Troubleshoot to come up with effective solutions for inquires from team members, clients and borrowers.9. Reallocation/assign work as needed within the team to cover in the absence /vacation of other tram members.10. Implement call introduction process for new customers with Assistant Vice President (AVP) and/or Vice President (VP).11. Supervise multiple teams in the absence/vacation of peer supervisors.12. Provide team reports on an ad hoc basis.13. Other duties as assigned.

Job Titles reporting to this position are

Customer Service Representative (CSR)Customer Service Assistant (CSA)

Essential Skills

• Ability to train and manage a team.2. Detail oriented with excellent follow through and issue resolution skills.3. Type 45 wpm4. Maintain a professional presence and the ability to communicate effectively at all levels within the organization (Internally and Externally)5. Able to prioritize tasks and manage time so that all responsibilities are attended to.6. High level of energy and enthusiasm with ability to motivate a team.7. Excellent communication skills.8. Excellent computer skills (Internet, Word, Excel and Outlook)9. Ability to operate basic office equipment including voicemail/phone systems, transfer/forward calls, copier and fax machines.10. Ability to handle multiple projects and delegate accordingly.