Position Title: Customer Care Team Leader
Employee Status: Hourly / Non-Exempt
Location: Remote Work - Orlando
Reports To: Contact Center Supervisor
Lighthouse Works is a mission-driven, values-based organization providing creative, competitive, and integrated employment opportunities for blind and visually-impaired working-aged individuals. Lighthouse Works also drives real business for real customers and supports and grows Lighthouse Central Florida's rehabilitation training.
We are seeking a Team Leader, responsible for coaching and managing Customer Service Agents for quality, efficiency, and performance. The Team Leader will be responsible to review reporting, coaching agents to KPIs, leading staff meetings and huddles. An ideal Team Leader is a team-oriented individual who is driven to ensure that professionalism, productivity, and quality are maintained and continually improved throughout the organization.
Essential Job Functions:
- Coach agents by providing professional, constructive feedback ensuring campaign needs are being met.
- Regularly reviewing reporting, coaching agents to Contact Center metrics and requirements
- Lead staff meetings / huddles
- Onboard new agents, visiting in training classes, orienting them to the campaign.
- Monitoring quality of agent interactions with internal and external customers, and providing appropriate feedback.
- Coaching and holding agent accountable to KPI/Metrics and attendance expectations.
- Treat customers and staff with courtesy, sensitivity, and respect.
- Must be able to maintain customer confidentiality at all times.
- Meet and maintain monthly performance metric expectations such as Average Calls, Answered Calls, Average Talk Time, Customer Satisfaction scores, and other measured requirements.
- Maintain proper and accurate documentation of all activities.
- Adhere to policies and procedures.
- Arrive to post on time and ready to work assigned hours.
- Attend required meetings and participate in meetings as requested.
- Other duties as assigned
Qualifications
Education:
- High school diploma, GED or equivalent required. Some business classes, vocational/technical training preferred
Experience:
- 3+ Years Contact Center leadership experienced required.
Demonstrated Knowledge and Skills:
- Skills in creating an atmosphere conducive to customer-friendly relations by providing outstanding, courteous, friendly, and prompt customer service.
- Ability to show courtesy and respect to all customers and agents.
- Ability to be a team player.
- Ability to handle multiple tasks in a fast paced environment.
- Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues tactfully and professionally.
- Ability to type 35 words per minute (WPM) and have knowledge of Microsoft applications.
- Embodies commitment to the organizations core values and seeks ways to share them.
- Ability to handle sensitive/confidential information with discretion.
- Exercises good judgment.
