Team Lead, Customer Care

• Execute specialized support tasks to resolve complex customer tax inquiries and escalated calls efficiently
• Provide informal team leadership and mentor newer associates
• Answer baseline process questions via chat or phone
• Monitor daily queues and schedules using contact center management tools to ensure SLA compliance
• Navigate and update records across MSP, Black knight, Sagent, Salesforce, and telephony tools such as Cisco Finesse
• Apply standard operating procedures and elevate unique deviations
• Identify operational bottlenecks and customer pain points
• Provide feedback to management to optimize team workflows

• High school diploma or equivalent vocational training/experience is required
• At least 3 years of previous work experience in a professional contact center or related customer care field
• Experience utilizing contact center systems such as MSP, Black knight, Sagent, or Salesforce is highly preferred
• Experience with telephony tools such as Cisco Finesse is highly preferred
• Prior exposure to contact center management and scheduling tools such as Calabrio or an equivalent KPI management platform is a strong asset

Demonstrates expertise in resolving complex customer tax inquiries and providing informal leadership within a contact center environment. Proficient in utilizing contact center management tools and telephony systems to optimize workflows and ensure SLA compliance.

• Contact Center Management
• Customer Care Experience
• Telephony Tools Proficiency
• Mentoring and Leadership
• Operational Bottleneck Identification

• Customer Tax Inquiry Resolution
• SLA Compliance Monitoring
• Standard Operating Procedures Application
• Operational Feedback Provision

• Team Leadership
• Mentoring

• Contact Center
• Customer Care
• KPI Management

• MSP
• Black knight
• Sagent
• Salesforce
• Cisco Finesse
• Calabrio