Call Center Team Lead - Kennesaw - Reliable Heating & Air

    Reliable Heating & Air
    Reliable Heating & Air Kennesaw

    9 hours ago

    Description

    Call Center Team Lead

    The role of Call Center Team Lead provides advanced support to the team, reporting directly to the Call Center Manager. This individual is responsible for coaching a team of Customer Service Representatives to surpass performance metrics in place.

    Key Responsibilities:

    • Serves as a knowledge expert for Reliable Heating & Air products and services assisting CSRs with complex customer requests and escalations.
    • Oversight on floor coverage, monitoring attendance and reporting any deviations from established protocols to the Manager.
    • Consistent call quality monitoring through dial-in or sit-ins ensuring consistent performance from CSRs while implementing feedback on companywide initiatives, customer experience goals and our Guiding Principles.

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