Call Center-Team Leader

Principal Objective

 

Works under the supervision of CSC Manager. Assists manager in facilitating department sales and service goals, incentives and motivating and coaching employees. Provides prompt and timely service, responding to all telephone inquiries for all types of accounts.  Quotes rates, describes products, provide information regarding the status of accounts, assist in problem solving and makes suggestions, while ensuring situations are handled in an efficient manner.  Oversee daily operation of Customer Support in the absence of the CSC Manager.  Maintains staff schedule and workflow. Ensures that team members provide quality customer service and sales to customers and prospects.

 

The hours for this position are Monday through Friday 11:30 a.m. to 8:00 p.m.

 

Principal Duties and Responsibilities

 

1.  Customer Service:  Knowledge of job and departmental functions; ability to identify and respond to customer / employee needs; sensitivity to the importance of excellent service to BOTH internal and external customers.

2.  Telephone Skills:  Ability to handle calls in a professional manner, always pleasant and helpful, uses customer’s name.  Answers calls quickly and efficiently.  Participates and motivates staff in both in-bound and out-bound telephone initiatives to promote bank sales opportunities.

3.  Cross Selling:  Uses every opportunity to cross-sell.  Listens for clues that would help direct a customer to a product best suited for their needs. 

4.  Outbound Call Skills:  Ability to assist staff with following leads through effective outbound calling strategies.

5.  Consumer Loan Applications:  Responds in a timely manner to all loan inquiries.  May quote rates and provide product information.  Ability to extract all required information to complete a valid consumer loan application.  Ability to cross-sell inquiries into completed applications.

6.  Customer Retention:  Possesses job knowledge, flexibility, and exercise good judgment to uncover customer needs.  Make suggestions to provide complete resolution to customer’s satisfaction.

7.  Compliance:  Adheres to and knowledge of all applicable laws and company policies and procedures.

8.  Leadership Skills:  Ensure staff schedule adherence. Coaches, trains and supports team members in the performance of sales and customer service goals. Supports training initiatives and follow up within department. Motivates staff to reach department objectives. 

9.  Technical Ability:  Prior Help Desk experience in a call center environment a plus.  Must be able to effectively communicate and troubleshoot online service products to both internal and external customers.

10.  Manager’s Strategies: Support manager in department development goals.  Work with other department lines to ensure customer service levels are keeping with corporate philosophy and goals. Handle escalated customer calls when necessary to ensure customer satisfaction and resolution. Recommends improvements and strategies for success.

11.  CRM:  Working knowledge of  ACD Monitoring, reporting analysis and WFM. 1 –2 years call quality and motivational coaching within call center environment.  PrairieFyre experience a plus.

 

 

Job Specifications  (Knowledge, Skills and Abilities Required)

 

· Ability to effectively manage operational side of contact center in the manager’s absence.

· Full understanding of call distribution and ability to resolve technical issues related to contact support and IVRComplete understanding of CRM and ability to interpret statistical reports