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

If you thrive when leading a team and have incredible customer service and problem-solving skills, we are looking for you! We are seeking talented professionals to join our team! 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.

 

Responsibilities

 

  • 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, and Abilities

 

  • Continually maintain working knowledge of all company products, services, and promotions
  • Excellent verbal and written communication skills
  • 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
  • Responsible for coaching CSRs and documenting both quantitative and qualitative performance
  • Represent and interact with clients in a professional and positive manner

 

 

Requirements  

  • Minimum associate, bachelors preferred
  • 2+ years of experience in the customer service field with a minimum of one-year leadership experience
  • Experience operating computers and the ability to learn new software

Apply