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Form of workJob Description
Schedule Shift: Late shifts 1-10 pm and weekends.
Job Summary: As a client services Team Leader you will be hands-on with the team's supervision. As a Call Center team lead, you will ensure that the right procedures are followed. You will provide direction to staff on what they should do and the way they should make improvements. As a part of your job, you will need to intercede, give advice, or authorize special adjustments when any of their staff needs help with calls. You must be flexible, be able to provide regular coaching, and can boost morale.
Reports To:Call Center Supervisor.
Department:Call Center.
Supervisor Responsibilities: Team oversight.
Duties/Responsibilities:
- Be responsible for the effective handling of all calls that come into the team.
- Be involved in the creation of call handling procedures and policies including the setting of customer service standards and call handling times.
- Train, develop, and coach your team of CSRs on what is expected of them within their roles.
- Motivate and support the team daily.
- Provide guidance to CSRs when they are handling calls or customer complaints.
- To make sure all audit processes are carried out in line with management expectations.
- Ensure the Call Center Team is responsible for meeting monthly business objectives.
- Motivate the Call Center Team to drive the business forward and improve call quality.
Required Knowledge, Skills, and Abilities:
- Demonstrated competency on and maintaining day-to-day operations specific to a functional team.
- Must ensure the timely elevation of issues or challenges to the appropriate management level should they arise.
- Strong PC skills including Windows, Microsoft Outlook, and Word are required.
- Must be flexible on schedule to work late evenings, weekends, and holidays as the business requires.
Education & Experience:
- 1-2 Years of customer service.
- 1-2 Years of Call Center experience.
- 1-2 Years of being a Team Leader.
- Bilingual Preferred.
Physical Requirements:
- Sedentary work with prolonged periods of sitting/standing at a desk working on a computer.
Davis Law Firm is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability, or protected veteran status.
This is an onsite position.
