Join Our Team at Premiere Response

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

North Bergen Team Leader Supervisor
North Bergen, NJ

TEAM LEADER OPPORTUNITY

You will be 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

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
  • Enjoy working with customers and building professional relationships with coworkers and customers

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

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