Join Our Team at Premiere Response North Bergen

Surround yourself with encouraging individuals who value leadership development, teamwork, new ideas and innovative thinking.

North Bergen Team Leader Supervisor
North Bergen, NJ

Job Description:

Premiere Response provides outsourced contact center services to clients in the consumer products, food and beverage, healthcare, and consumer electronics industries. Our focus is on providing customized solutions to companies who want to offer the highest level of service to their customers. Our contact center provides inbound and outbound call handling, email, web chat, and social media responses. We typically source specialists unique to each client.We are powered by our people and we are looking to grow our leadership team.

Team Leader Opportunity :

As a Call Center Supervisor, responsible for supporting a team of 10 or more representatives. The Team Leader reports to a Program Manager who is responsible for the success of the team and for the client relationship.

Essential Job Functions:

  • Handle escalated calls transferred from Customer Service Representatives (CSRs) to deescalate difficult customers
  • Train newly hired CSRs on client specific competencies
  • Review daily productivity reports and Key Performance Indicators (KPIs) adjust schedules and provide coaching to CSRs as necessary
  • Review recorded customer service calls to evaluate them on soft skills, product/procedural knowledge and KPIs
  • Partner with the client to maintain high quality of service and current product/procedural information
  • Interview prospective CSRs and evaluate candidates on predicted job fit, soft skills and program specific requirements

Requirements Include:

  • College degree required
  • 2+ years of experience in the customer service field with a minimum of one year of call center leadership experience
  • Experience operating PCs including navigating multiple concurrent applications
  • Excellent oral and written communication skills in English
  • Bilingual skills (French or Spanish) not required but a plus

Knowledge, Skills, & Abilities Required:

  • Continually maintain working knowledge of all company products, services, and promotions
  • Knowledge of program specific material to train and answer questions from CSRs regarding products or procedures
  • Ability to handle escalated customer interactions and bring them to an amenable resolution
  • Knowledge of interviewing techniques and the ability to identify quality candidates
  • Responsible for evaluating CSR performance, setting goals and overseeing the completion of these goals
  • May be required to work in one or multiple queues/skill sets over various customer contact channels (email, telephone, social media, etc.)
  • Responsible for coaching CSRs and documenting both quantitative and qualitative performance
  • Represent and interact with clients in a professional and positive manner
  • Handle numerous customer inquiries promptly, accurately and efficiently as the Customer Service Supervisor
  • Enjoy working with customers and building professional relationships with coworkers and customers