The Dallas Morning News

Receive alerts when this company posts new jobs.

Similar Jobs

Job Details

Call Center Team Lead

at The Dallas Morning News

Posted: 6/29/2019
Job Status: Full Time
Job Reference #: 1132
Keywords: call center

Job Description

The Customer Experience Team Lead is responsible for ensuring the highest level of customer satisfaction. This individual will oversee duties related to the quality and training of our outsource call center representatives as well as the local quality team. Must have the ability to inspire, lead and motivate a team. Must possess relentless customer focus to ensure an outstanding customer experience.

Responsibilities include:

  •        5+ years customer service experience with a call center environment, quality assurance experience
  •        At least two years of leading a Customer Service team.
  •        Experience calibrating customer service calls        
  •        Creating score card Listening and scoring calls
  •        Providing feedback to outsource call center
  •        Experience creating training materials as well as participate in training sessions for customer service.
  •        Identify training opportunities through quality monitors, calibration sessions and various reports to ensure the highest level of accuracy and customer satisfaction.
  •        Excellent verbal and written communication through various methods
  •        Ability to work in a fast pace environment
  •        Very good time management, organizational and multi-tasking skills
  • Bachelor's degree preferred
  • 5+ years of customer service experience within a call center environment, quality assurance experience
  • At least two years of leading a Customer Service team.
  • 2 year of experience with training and monitoring calls
  • 2 year of experience as a Team Lead preferred
  • Proficient in Windows, Word and Excel