Call Center Team Lead Position Available In York, South Carolina

Call Center Team Lead 3.6 3.6 out of 5 stars Fort Mill, SC

WHY JOIN SUPER-SOD?

Super-Sod is an organization that has a 70-year reputation for outstanding leadership, innovation, and expertise. Our employees use their creativity and talent to invent new solutions, meet new demands, and offer the most effective services and products in the industry. With your active involvement, creativity, and support, Super-Sod will continue to achieve its goals. Super-Sod offers a welcoming environment to both our customers and employees. Our teams work highly collaboratively and are proud of the dynamic culture which cultivates company-wide growth and teamwork. Super-Sod employees stand out as being industry professionals who offer knowledge, experience, and a passion to serve. In turn, the Company provides our family of employees’ competitive wage and benefit offerings to ensure their needs are exceeded and their own families are provided for. In addition to numerous awards for quality products, Super-Sod is honored to be consecutively named a Top Workplace by the Atlanta Journal Constitution year after year. In addition to good working conditions and competitive pay, it is Super-Sod’s policy to provide a combination of supplemental benefits to all eligible employees. In keeping with this goal, each benefit program has been carefully devised. These benefits include flexible paid time-off, such as vacations and holidays, as well as comprehensive and innovative health and wellness plans that include products like medical, dental, vision, HSA, and supplemental life, accident, hospital, and critical illness. We are constantly studying and evaluating our benefit programs and policies to better meet present and future requirements. These policies have been developed over the years and continue to be refined to keep up with changing times and needs. Are you a natural motivator with a passion for customer service and team success? We’re looking for a Team Leader to coach and support our Call Center Representatives while ensuring we deliver top-notch service with every call and email. In this hands-on leadership role, you’ll be responsible for supervising daily sales performance by monitoring calls and email correspondence of all Call-Center Representatives in order to assess their compliance measures, technical accuracy, and customer service while providing them with necessary support and service leadership. If you’re a strong communicator with an eye for detail and a heart for coaching others, we want to hear from you! Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Participate in ongoing training for Call-Center Representatives and Specialist. Participate in call monitoring to provide analysis of Team Members call quality. Performs monitors of customer care email responses. In collaboration with the Sales Training Manager, works to identify opportunities to improve our call quality and additional training. Communicates to Call Center Representatives ongoing performance scores and sets goals by documenting performance management efforts and training needs. Works closely with Call-Center Manager, Assistant Call Center Manager, Sales Training Manager, and Company HR department to provide insight into performance coaching opportunities. Collaborates with Sales Training Manager to schedule onsite weekly training for Call Center representatives as to not exceed proper allotment. Provide expedited feedback to Sales Training Manager to gather actionable results for Call-Center Representative’s needs. Actively seek to resolve customer concerns while adhering to the company policies and standards of behavior. Ensure company goals and objectives are being met by call center employees and provide constructive feedback for ongoing performance management. Respond to concerns from customers with demonstrated ability to manage and de-escalate difficult calls, as needed. Establish daily tasks for employees to ensure a clean and productive workplace, this includes stocking supplies and maintaining clean restrooms and public spaces. Issue proper approval for customer discounts, returns and exchanges to ensure overall customer satisfaction and quality service. Oversee and administer internal performance evaluation of call center representative’s knowledge regarding new and existing policies and procedures. Use system’s data to monitor performance. Motivate and lead call center team to meet, sustain, and surpass performance goals; act as a resource to team members, assisting team members during peak periods; monitor quality of service and track service issues. Performs other duties as assigned. Competencies Strategic Thinking. Listening and Analytical skills. Technical Capacity. Excellent written and oral communication skills. Results Driven. Collaboration Skills. Supervisory Responsibility This position will be responsible for directly supervising the daily performance and ongoing development of up to 15 Call Center Representatives. Work Environment This job operates directly on the floor of a professional call center environment. This role routinely uses standard office equipment such as computers, phones, scanners, e-filing systems and multiple call line dashboards.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.