CCO Team Leader - Dept of Revenue - 100% On-Site

Lighthouse Works, Inc.

Position Description

Position Title: Customer Care Team Leader – Department of Revenue

Employee Status: Hourly / Non-Exempt

Location: 100% On site

Schedule: Monday-Friday 8:00 AM – 5:00 PM (EST)

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 Department of Revenue 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.
• Responsible for opening or closing facility ensuring facility is locked/unlocked alarm set and/or cleared as needed.
• 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

Education:

• High school diploma, GED or equivalent required. Some business classes, vocational/technical training preferred

Experience:

• 1+ Years Contact Center experienced required.
• 6+ months’ time in current position required.
• 6+ months’ experience managing others required.
• Agent-level campaign experience preferred.

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 pace 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.

Physical Demands:

• Work in an office environment with frequent lifting, carrying, pushing, and pulling of objects and materials up to 10 lbs.
• Extended periods of oral communication.
• Extended periods at keyboard or workstation.
• Frequent typing and operation of keyboard equipment such as computer, calculator, etc.
• Read/access forms, instructions, and technical information. Will be working under tight deadlines.
• Frequent placing and turning motions such as sorting, filing, and retrieving.
• May include twisting, bending, or reaching.

Requirements:

• Must pass Level II background check
• Flexible Schedule Ability to work flexible hours as needed.
• This position may require employee to be legally blind to meet our State, Local or Federal contractual obligations. Employee must provide documentation from physician of legal blindness. Legal blindness is defined as Central visual acuity does not exceed 20/200 in the better eye with correcting lenses OR whose visual acuity, if better than 20/200, is accompanied by a limit to the field of vision in the better eye to such a degree that its widest diameter subtends an angle no greater than 20 degrees. These conditions are based under the federal Javits-Wagner-O’Day work program for legally blind individuals.

For employees living with visual impairments, you must provide documentation from a physician of legal blindness. Legal blindness is defined as: "Central visual acuity does not exceed 20/200 in the better eye with correcting lenses OR whose visual acuity, if better than 20/200, is accompanied by a limit to the field of vision in the better eye to such a degree that its widest diameter subtends an angle no greater than 20 degrees." These conditions are based on the federal Javits-Wagner-O'Day work program for legally blind individuals.

The employment policy of Lighthouse Central Florida and Lighthouse Works is to provide equal opportunity to all persons. Our company, therefore, has committed to equal employment opportunity through a positive and continuing affirmative action program. Lighthouse Central Florida and Lighthouse Works will recruit, hire, train, and promote qualified individuals in all job titles and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, military, and veteran status, or disability.

All descriptions have been reviewed to ensure that only essential functions and primary duties have been included. Requirements, skills, and abilities have been determined to be the minimal standards required to perform the positions successfully. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and conditions may be assigned by supervisors as deemed appropriate.

The Americans with Disabilities Act may modify requirements to reasonably accommodate disabled individuals. However, no accommodations will be made that may pose serious health or safety risks to the employee or others or impose undue hardships on the organization.