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Customer Service Lead

Company: OptimumCX
Location: Reno
Posted on: September 15, 2019

Job Description:

CUSTOMER SERVICE LEAD - JOB DESCRIPTION OptimumCX, LLC has openings for Customer Service Lead (Supervisor - Project Lead) positions. This is a Supervisory position providing assistance to agents. The Customer Service Lead (Project Lead) will be reporting to the Executive Director. ABOUT US: Headquartered in Reno. Nevada, Optimum CX is a premier domestic contact center offering multi-channel customer experience solutions for clients focused on unparalleled service, leading technology and added value. Here is our website to learn a bit more about us OFFICE LOCATION: 745 W Moana Lane, Suite 220, Reno, Nevada 89509 Customer Service Lead (Project Lead) Duties:

  • Assist and handle escalated calls.
  • Monitor and assist those agents on long calls.
  • Monitor and assist agents with their open/pending cases, etc. in updating or resolving in a timely manner.
  • Monitor and evaluate with each agent.
  • Coach and review the agents performance with the agent. Use a formal supervisor checklist.
  • Issue the appropriate disciplinary paperwork for violations of OptimumCX policy.
  • Present to the Sr. Director at the conclusion of each week a breakdown of the past weeks monitoring checklists and a written performance summary of the team.
  • Create a forecast describing tasks that each agent will be focused on.
  • Create a detailed plan of the way in which you will impact your teams day-by-day performance.
  • Assist in developing contests, awards, and themes that increase agents loyalty and focus.
  • Produce performance reviews as established by Sr. Director.
  • Create effective channels of agent feedback.
  • Coordinate with Sr. Director and Human Resources Director on disciplinary issues related to absences and tardiness. Customer Service Lead (Project Lead) Qualifications:
    • 1-2 years experience in a leadership role.
    • Ability to work with various departments in a professional and productive manner.
    • Must have previous leadership experience.
    • Must be able to possess a thorough knowledge of clients policies, procedures, and products.
    • Thrives as a team player in a fast-paced, high energy change-orientated environment.
    • Meet or exceed all clients objectives.
    • Must be flexible to work any hours needed, including weekends.
    • Must possess exceptional listening and customer service/sales skills.
    • Strong written and verbal communication skills.
    • Must be dependable and on time.
    • Must have the ability to coach, train and motivate agents. Company Offers:
      • Full-time work hours
      • Paid training
      • Opportunity to earn bonuses
      • Advancement/career opportunities (WE PROMOTE FROM WITHIN) 85% of our current managers have been promoted into their current positions
      • FULL Benefits offered after completion of 60 consecutive work days
      • Ask about our exciting new on-site market and how you can receive lunch on us Physical Demands: Must be able to remain in a stationary position for long periods of time, constantly operates a computer, telephone and other office equipment as needed. Disclaimer: This job description is not intended as a contract of employment, OptimumCX, LLC is an at-will employer which means; the employer may terminate the employment relationship with an employee at any time, for any reason, with or without cause or notice. At the same time, an employee may end their employment relationship at any time, for any reason, with or without cause or notice. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time; this description reflects managements assignment of essential job functions, it does not prescribe or restrict the tasks that may be assigned. This job description may be subject to modification and/or change at any time. #j

Keywords: OptimumCX, Reno , Customer Service Lead, Hospitality & Tourism , Reno, Nevada

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