CALL CENTER TEAM LEAD

CALL CENTER TEAM LEAD
Job Category: Call Center

Job Code: 75357-1
Job Description :

Supervises Customer Care personnel and maintains adherence to Quality Standards.

  • Tracks contractor availability
  • Ensures that calls are prioritized correctly
  • Monitors customer inquiries and logs average handle times
  • Maintains optimal use of available resources to make certain that calls are completed within goal.
  • Maintains continual awareness of overall status of resource availability and current deployment, and ensures that resources are re-allocated as needed to meet changing needs for service.
  • Provides advice and counsel to employees, members, and/or contractors regarding problem resolution
  • Handles customers appeals/escalations as needed
  • Forwards contractor problems to the appropriate representative

Job Tags:
Job Location: OAKBROOK TERRACE, IL