Hybrid Call Center Team Lead

Employment Enterprises, Inc. is working with one of Northern Virginia’s top providers in the fleet industry. We are searching for a Call Center Team Lead. You will be aligned with the Director of Internal Operations, and you will be responsible for managing the Internal Operations teams and customer satisfaction. This is a hybrid position with a pay rate of $23/hour.

Call Center Team Lead Responsibilities:

• Demonstrate the ability to perform activities inherent to the team responsibilities and assist when necessary to keep the team on track.
• Maintain focus on positive results, regardless of internal changes.
• Ensure a high level of accuracy in preparing and documenting information.
• Work with account managers, senior management, and peers to effectively resolve discrepancies that are beyond the scope of work.
• Coordinate daily activities of the team and track progress through provided tools to ensure workloads are distributed correctly to provide timely customer service.
• Develop and monitor team metrics to ensure continual improvement over time.
• Understand established processes and communicate innovative ideas to the director, taking into consideration the benefits and the consequences to all parties involved.
• Keep director informed of trending items affecting processes, efficiencies, and customer satisfaction.
• Effectively manage employee schedules, review, and approve leave requests and timesheets in a timely manner.
• Complete team member performance reviews and provide continuous feedback throughout the year.
• Create and develop innovative ways of streamlining the operations process wherever possible and within the guidelines of customer requirements and team goals.
• Organize daily activities to ensure completion through provided tools. Respond to emails promptly and courteously, within the industry standard of 4 hours.
• Provide exceptional customer service by developing professional working relationships with clients, field offices, co-workers and vendors and following all standard processes to completion.
• Accurately complete all assignments that management deems necessary to advance the Company’s daily business needs and operations.

Call Center Team Lead Qualifications:

• Minimum of 4-year College degree or 6 years equivalent work experience.
• Minimum of 2 years Supervisory and 4 years combination of Customer Service, Logistics/Transportation and/or Call Center Skills.
• Strong leadership skills Strong interpersonal skills Strong analytical and problem-solving skills.
• Strong attention to detail and high level of accuracy.
• Strong listening skills.
• Strong verbal and written communication

What we offer:

• 401K retirement plan
• Medical and dental benefits for qualifying professionals
• Flex spending account
• Credit Union Membership
• Voluntary Supplemental Insurance

“Our Equal Employment Opportunity Policy: Employment Enterprises, Inc. is an equal employment opportunity employer. We recruit, employ, assign, train, compensate and promote without regard to race, color, sex, age, disability, religion, national origin, marital status, sexual orientation, ancestry, U.S. Veteran status, or any other protected category under applicable law.”

Job Type: Full-time

Pay: $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Ability to Relocate:

• Gainesville, VA 20155: Relocate before starting work (Required)

Work Location: Hybrid remote in Gainesville, VA 20155