Customer Care Team Lead



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Branch Information

Northbrook, IL - (USA) 2775 Sanders Road IL Northbrook , IL 60062 Phone : 847-553-6985



Job Description

People-Oriented. Problem-Solver. Leader.

We are in need of a Customer Care Team Lead for the Catastrophe Call Center in Woodridge, IL. We are looking for a someone that has great people and problem-solving skills with leadership experience. The Team Lead will be a liaison between Agency partners, the on-site Team Assists and provide support to the Manager.

What's in It for You?

* Work 10 hour shifts with flexible start times between 7am and 9am (Paid overtime)

* Work a Saturday or Sunday from 8am-5pm (When needed)

* Competitive wage of $18.00 per hour

* Option to take free college courses through University of Phoenix

* Free technical skills training

* Medical/Dental/Vision benefits

* Business casual work environment

* Friendly and positive atmosphere

What You Bring to The Job?

* High School Diploma or equivalent with previous experience in either customer service/call center and/or a professional work environment.

* Good organizational skills with timely follow-up skills.

* Good oral and written communication skills.

* Knowledge of Excel, Word and Outlook.

* Performs routine tasks of basic complexity under general supervision.

* Phenomenal attitude and pleasant personality.

What Is the Job?

* Supervise Customer Care Associates, providing them with direction and additional support to meet company goals in areas such as daily call volume, performance coaching and scheduling; Work with Team Assists to support the call handlers.

* Maintain employee master spreadsheet and attendance tracker; Complete daily Avaya phone reports; Track daily information for the team and use a variety of company-provided resources to report on a daily, weekly and monthly basis to the Manager.

* Conduct quality assurance checks and performance reviews.

* Funnel information to and from their team and other managers and departments; Hold daily or weekly team meetings to communicate directives from higher management; Enforce formal policies for attendance, dress code and cell phone usage with all staff.

* Serve as motivational coach for the team.

* Assist with training new Customer Care Associates.

* Deliver employee recognition certificates (Perfect Attendance, Employee of the Month, etc.)

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