Customer Service Team Lead

Intelicare Direct is an expanding membership-care call center located in San Diego. We are a leader in providing customer support and business for companies looking to create an external Customer Service platform. We pride ourselves in providing flexible, high quality customer support solutions with an emphasis on inbound technical support and Customer Service.

• Medical, Dental, Vision, and Voluntary Life (1st day of the month following 30 days of employment)
• 401k plan with matching 4% contribution (after 6 months of employment)
• Company paid LTD, Basic Employee Life Insurance and AD&D
• Dog & child friendly environment
• Paid Weekly

Job Summary: The Customer Service Team Lead will manage and supervise the day to day operations for the Customer Service Representatives. This position will be responsible for coaching and developing assigned teams..
Essential Duties and Responsibilities:
? Conduct quality assurance following the performance guidelines
? Coach and mentor employees to succeed with performance guidelines and Quality Assurance scores
? Manage and review all aspects of their team's performance
? Must perform a minimum of 2 hours of phone time per week
? Handle escalated customer calls and ensure follow thru to resolution. Report the root cause of the issue to management
? Ensure that all team members are in compliance with policies and procedures
? Manage change through the development, support, and coordination of new processes and procedures
? Send management the daily attendance report (one hour into shift)
? Host standing team meetings at least three times a week
? Responsible for coaching agents on: Dress code, break and schedule adherence, RPC, weekly evaluations, chargebacks and other items that have been directed by management
? Responsible for documenting the coaching log each and every time an agent is spoken to
? Responsible for reporting issues with website or CRM immediately (IE: website down or server error.)
? Responsible for quality assurance adherence of at least three per agent and per week
? Responsible for at least one live Q&A per agent and per week
? Responsible for additional teams in the event another lead is absent
? Responsible for editing time card adjustments and to turn them in daily
? Ability to adhere to assigned work schedule
? Other duties and responsibilities as assigned
Supervisory Responsibilities: Responsible for a team
Qualifications (Knowledge, Skills and/or Abilities):

• ? Proficient in computer applications, strong verbal and written communication skills
• ? Strong data entry and typing skills (30+ WPM)
• ? Knowledge of call center use of telephones and technology
• ? Ability to adhere to assigned work schedule
• ? At least 1 year of Customer Service principles and practices

Competencies:The Customer Service Team Lead will be proficient in the following competencies as demonstrated through experience, training, and/or testing):
? Must have a positive "can-do-attitude" to motivate and inspire their assigned group to work in the best interest of the company
? Ensure that every team member is working to his or hers fully potential
? Strengthen group relationship by building trust among the team members
? Provide clear directives and instructions and request ideas and suggestions from team members
? Responsible for communicating any updates, core values, and company vision to assigned teams
? Willingness to work a flexible schedule, including weekends, evenings and holidays
? Ability to perform quality monitoring and provide coaching/feedback as appropriate
? Must have excellent Customer Service and communication skills with both internal and external customers
? Must have excellent interpersonal multi-cultural skills, with the ability to interact effectively at various social levels and across diverse cultures
? Must be able to multi task and have great attention to detail
? Must have excellent verbal and written communication skills
? Ability to read and interpret documents as well as the ability to write routine reports
? Ability to maintain strict confidentiality
Minimum Education and/or Experience:
? High school Diploma or equivalent. Minimum Experience:
? Must have been a Customer Service Representative for at least 90 days. (Preferred)
? Must have met Key Performance Indicators (KPI) for at least two consecutive weeks. ? Employee must be in good standing (e.g. no ongoing attendance issues, PIPs or policy violations).
Language Skills:
? Strong verbal and written English communication skills.
? Must have excellent communication and interpersonal skills
Mathematical Skills:
Skill level necessary for position
Problem Solving/Reasoning Ability:
As required to perform essential job duties and responsibilities
Computer Skills:
Proficient in relevant computer applications
Certificates, Licenses, Registrations
Not applicable