Customer Service Team Lead

SUMMARY:

Assist the Supervisor in the call center operation in accordance with policies and procedures. Ensure smooth call center operation during shift.

ESSENTIAL FUNCTIONS:

* Monitor the operation in accordance with policies and procedures.

* Train and coach team members in conjunction with supervisor.

* Responsible for shift schedule to include, work station assignments/rotations with supervisor.

* Coordinate production startups, shutdowns, and changeovers with supervisor.

* Responsible to meet shift goals.

* Responsible for quality control.

* Make adjustments as necessary during shift to maintain compliance within specifications.

* Operate within standard operating procedures (SOPs).

* Communicate with Supervisor.

* Ensure a clean and safe work environment.

* Complete shift paperwork.

* Assist in assigned department as necessary.

* Other duties as assigned.

QUALIFICATIONS

REQUIRED:

* Strong reading, writing, and arithmetic skills required.

* Computer literate with the ability to learn customer service software applications.

* Duties require professional verbal and written communication skills

* Ability to type 30 wpm.

* Work requires willingness to work a flexible schedule including days, nights, holidays and weekends.

QUALIFICATION

* High school diploma or equivalent.