Job Description

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Customer Service and Call Center > Call Center Lead

Salary National Average

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46230.0000 54080.0000 69600.0000

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Short Description:

A Call Center Lead oversees the daily operations of a call center, ensuring efficient and effective customer service delivery. Their responsibilities include managing and motivating a team of customer service representatives, setting performance targets, and implementing strategies to improve call center metrics. Call Center Leads also collaborate with other departments to address customer issues, analyze call center data, and continuously optimize processes for enhanced customer satisfaction. Strong leadership skills, excellent communication, and a deep understanding of call center operations are essential for success in this role, as Call Center Leads play a pivotal role in maintaining high-quality service standards.

Duties / Responsibilities:

  • Resolve customer complaints or answer customers' questions regarding policies and procedures.
  • Supervise the work of the office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
  • Provide employees guidance in handling difficult or complex problems or resolving escalated complaints or disputes.
  • Implement corporate or departmental policies, procedures, and service standards with management.
  • Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
  • Train or instruct employees in job duties or company policies or arrange for training to be provided.
  • Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
  • Review records or reports on production, payroll, or shipping to verify details, monitor work activities or evaluate performance.
  • Recruit, interview, and select employees.
  • Interpret and communicate work procedures and company policies to staff.

Skills / Requirements / Qualifications

  • Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.
  • Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Management of Personnel Resources: Motivating, developing, and directing people as they work, identifying the best people for the job.
  • Speaking: Talking to others to convey information effectively.
  • Persuasion: Persuading others to change their minds or behavior.
  • Service Orientation: Actively looking for ways to help people.
  • Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.
  • Contact center software: Avaya software; Multi-channel contact center software; Timpani Contact Center; Timpani Email
  • Customer relationship management CRM software: Austin Logistics CallSelect; Avidian Technologies Prophet; SSA Global software; Telemation e-CRM
  • Electronic mail software: Astute Solutions PowerCenter; Microsoft Outlook; Gmail
  • Network conferencing software: Active Data Online WebChat; eStara Softphone; Parature eRealtime; Timpani Chat
  • Spreadsheet software: Microsoft Excel

Job Zones

  • Title: Job Zone Two: Some Preparation Needed
  • Education: These occupations usually require a high school diploma.
  • Related Experience: Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.
  • Job Training: Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.
  • Job Zone Examples: These o
  • Title: Job Zone Three: Medium Preparation Needed.
  • Education: Most occupations in this zone require vocational school training, on-the-job experience, or an associate's degree.
  • Related Experience: Previous work-related skill, knowledge, or experience is required for these occupations. 
  • Job Training: Employees in these occupations usually need one or two years of on-the-job experience and informal training with experienced workers. A recognized apprenticeship program may be associated with these occupations.
  • Job Zone Examples: These occupations usually involve communication and organizational skills to coordinate, supervise, manage, or train others to accomplish goals. 
  • Specific Vocational Preparation in years: 1-2 years preparation (6.0 to < 7.0)
  • ccupations often involve using your knowledge and skills to help others. Examples include sheet metal workers, forest fire fighters, customer service representatives, physical therapist aides, salespersons (retail), and tellers.
  • Specific Vocational Preparation in years: (4.0 to < 6.0)

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