Lead Call Center Agent
The Lead Call Center Agent will be responsible for contributing to the overall success of the Customer Contact Center. This role will be coaching, developing, and mentoring new and existing agents across all lines of business, in support of our overall customer experience. This role will also demonstrate experience with handling high complexity customer intersections with advanced understanding of all products and services.
Provide remarkable customer service by handling inbound and outbound calls, offering problem resolution to support high complexity customer interactions across all lines of business.
Demonstrate advanced understanding of all products and services across all lines of business.
Leadership Team Support
Frequently train and mentor less experienced colleagues.
Able to effectively collaborate across all lines of business and functional areas.
Provide feedback on important improvement opportunities across tools, products, and processes for all lines of business.
Collaborate with Learning and development department to promote synergy and assist in identification and coordination of cross-training opportunities.
Assist in developing communications, workshops, and knowledge tools for internal and external customers.
Demonstrate leadership skills and courage and act as an example to others in displaying strong listening and informing skills, time management skills, communication skills and the ability to motivate and direct others.
Meet or exceed individual productivity and quality assurance objectives.
High school diploma or general education diploma (GED)
2 years of experience in Financial Services, Retail or Contact Center
2 years of experience coaching/mentoring/shadowing team members
1 year of experience in project participation and operational support
1 year of experience utilizing Microsoft Office Products including Word, Excel and PowerPoint including Windows based applications
8:00am – 5:00pm Monday – Friday, Saturday 8:00am – 5:00pm