Job Title: Call Center Learning & Development Specialist
Reports to: Customer Care Manager
Status: Full-time Non-except
Hourly Rate: $22.50 - $24.00
Position Summary: We are seeking an enthusiastic and highly motivated Call Center Team Lead to inspire and guide a team of customer service representatives. This role is crucial in ensuring our team consistently delivers outstanding customer experiences, meets performance targets, and adheres to company standards. The ideal candidate will be a strong communicator, a natural leader, and committed to fostering a positive and productive work environment. This position may require regular travel to our various branch offices to provide on-site support, training, and performance coaching.
Key Responsibilities:
- Team Leadership & Coaching:
- Supervise, motivate, and coach a team of call center representatives to achieve individual and team performance goals (e.g., call quality, average handle time, customer satisfaction, sales targets).
- Conduct regular one-on-one coaching sessions, provide constructive feedback, and develop action plans for improvement.
- Monitor calls and provide real-time coaching to enhance representative skills.
- Foster a positive, collaborative, and results-driven team environment.
- Address and resolve representative performance issues and escalate to management when necessary.
- Operational Excellence:
- Monitor call queues and ensure efficient call flow and service levels are met.
- Handle escalated customer inquiries and complex issues, providing timely and effective resolutions.
- Ensure compliance with company policies, procedures, and quality standards.
- Identify opportunities for process improvement and contribute to the development of best practices.
- Training & Development (On-site & Remote):
- Assist in the onboarding and training of new call center representatives, both at the main call center and at branch locations.
- Provide ongoing training and refreshers on products, services, and call handling techniques during branch visits.
- Support representatives in learning new systems and technologies.
- Branch Office Travel:
- Regularly travel to designated branch offices to provide on-site support, coaching, and training to customer service staff.
- Collaborate with branch management to align on customer service goals and initiatives.
- Report on branch visit outcomes and provide feedback to call center management.
- Administrative Tasks:
- Maintain accurate records of team performance and coaching activities.
- Prepare and present performance reports to management.
- Participate in team meetings and contribute to overall call center strategy.
What we offer!
- 401(k) Retirement Plan: With generous company matching contributions.
- Health Savings Account (HSA): Company-sponsored with tax advantages for healthcare expenses.
- Comprehensive Health Coverage: Including Medical, Dental, and Vision insurance.
- Paid Time Off (PTO): Generous accrual for vacation, sick leave, and personal time.
- Fitness & Wellness Benefits: Access to Company?s Gym
- Paid Bereavement Leave: Support during difficult personal times.
- Transportation Reimbursement: Assistance with commuting costs for branch visits
- Employee Assistance Program (EAP): Confidential support for personal and professional well-being.
