Night Call Center Team Lead

Do you have a knack for being a great leader? Do you enjoy leading a team to success? As a Call Center Team Lead, you'll get to do that every day. We are an essential business and national Call Center located right here in Houston! Our Call Center is growing and we're gearing up for busy season! We pride ourselves in our quality teams and people. We need you! Come join our team!

Call Center Team Lead will be assuring customers receive the highest level of service and quality by assisting and supporting the center staff in their daily duties. Call Center Team Leads need to have a good understanding of Call Center technology to be able to identify and fix technical issues to keep your team up and running. Coaching and mentoring skills are a must since you will be supervising other Call Center employees. You'll also look at data to find trends such as the reasons why people are calling or the overall amount of calls you receive. You'll report these trends and suggest solutions as needed to resolve any problems that may arise. You are responsible for maximizing inbound and outbound call opportunities by helping your team provide world class customer service and products offered by subsidiary companies to new and existing customers, while demonstrating a comprehensive understanding of the company’s services and products.

We are a small work group relying heavily on teamwork, flexibility and the cohesiveness of our team. We work hard and we have fun!

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Maintain a quiet professional area
• Identify areas of improvement and devise solutions
• Treat all vendors, sub-contractors, co-workers, and customers with courtesy, respect and consideration
• Protect the integrity of the organization, customers, and co-workers by maintaining the confidentiality of all clients and business information
• Assist with sales opportunity assignment, completion and follow up
• Assist with maintaining office supply inventory (including water, snacks, and coffee)
• Assist with other administrative functions as needed (i.e., maintenance of files, vendor management, etc.)
• Draft and/or distribute communication with team as needed (i.e., maintain pto/office calendar, major events, deadlines, general updates)
• Assume leadership responsibility over Call Center representatives
• Perform other related duties or cross-cover as needed or as assigned by the immediate supervisor/management level personnel
• Resolve customer service calls through problem solving and expertise in all products, processes and positive relationship building skills

WORKING CONDITIONS/EQUIPMENT USED:

• Work is normally performed in a typical interior/office setting, while having Work From Home available in most emergency situations.
• Light physical effort- requires handling of average-weight objects up to 10 pounds or some standing/walking
• Equipment used- Personal Computer and related software, telephone, fax and copy machine

Requirements

• Successful Background check required
• Minimum 2 years of experience in office coordination or management
• HR experience a plus
• Strong candidates have experience working in a Call Center with Call Center management experience a plus
• Able to organize and maintain electronic employee and client records
• Fluent in basic Microsoft office functions ( Word, Excel, and PowerPoint)
• Able to manage time well and work efficiently
• Strong attention to detail and organization skills
• Self-starter and Multi-tasker
• Flexible, humble, and team oriented
• Availability to work the night shift with rotating weekends
• Compassionate and empathetic
• Meet all key performance indicator standards
• Perform miscellaneous job-related duties as assigned

Benefits

• Competitive pay and overtime available (as business needs arise)
• Incentive awards contingent upon team/individual sales performance
• Casual Dress Call Center (Jeans & Sneakers allowed)
• PTO / Insurance
• Friendly work environment