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Call Center Team Leader

Foley Carrier Services Omaha, NE
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Job Description

As a Team Lead, you will be responsible for working largely free of direct supervision and exercising discretion and independent judgment to resolve complex issues relating to call escalations, as well as helping team members investigate, research, and provide solutions to the client to resolve issue. You will engage a way of working that brings more employee and customer feedback into the company-by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Essential Functions:

  • Monitors team activity that drive day to day efficiency (voluntary time-off, absences, open phone shifts, overtime), and driving special projects designed to maximize efficiency and increase production and quality.
  • Manages the call, funding, and email queues of the Business Support Team via both telephone and email to ensure courteous, timely, and effective resolution of issues. Regularly communicates status updates to internal and external customers.
  • Researches client issues and provides effective resolution within guidelines established through department policies and procedures and relevant government regulations.
  • Resolve customer issues, alone and through collaboration with Factoring internal team and partner support personnel; escalate issues as needed.
  • Enters and verifies data entered into various systems with speed and attention to detail to maintain accurate and up-to-date records of client information and ensure prompt and effective processing of client requests and documents all support information and actions in the internal tracking system (CRM).
  • Consistently demonstrates customer service excellence and professionalism with integrity, and a warm and friendly demeanor to customers and teammates. Provide feedback to management on possible ways to improve product and processes.

 

Requirements:

  • Bachelor’s degree or equivalent experience.
  • Bilingual is Required (Read and Write).
  • 3+ years of experience working directly with customers, contracts, account resolution.
  • 1+ years of experience providing high level of support to peers is required.
  • 3+ years of experience with heavy inbound/outbound phone Customer Service: (Required).
  • 1+ years of experience with handling client call escalations and conflict resolutions (Preferred).
  • Proficient with Microsoft Office products, Google, and/or PC programs required.
  • Demonstrated ability to use a computer along with answering the phone and navigate the web.
  • Previous experience using a CRM system (e.g. Microsoft CRM) highly desired.
  • Experience with supporting transaction systems; funding preferred, but experience within other industries highly preferred.
  • Works with minimum supervision/guidance. Is accountable for individual results and impact on team.
  • High attention to detail and the ability to work in a fast-paced environment and collaborate effectively as a team member and independently.
  • Must be adaptable to changing situations.

Job Details

Date Posted November 19, 2018
Date Closes January 6, 2019
Located In Omaha, NE
Department Customer Service
Function Team Leader -Call Center
Job Type Full-time Employee
Compensation Hourly Wage, Varies
Shift Custom
Mon: 8 am to 5 pm
Tue: 8 am to 5 pm
Wed: 8 am to 5 pm
Thu: 8 am to 5 pm
Fri: 8 am to 5 pm
Hours 40 hours per week
Start Date 2018-12-17
SOC Category 43-4051.00 Customer Service Representatives
Zipcode 68154

This job offers the following benefits

  • 401(k) Retirement Savings Plan
  • Dependent-Care Spending Accounts
  • Health-Care Spending Accounts
  • Accidental Death and Dismemberment
  • Dental
  • Dependent Life Insurance
  • Employee Assistance Program (EAP)
  • Life Insurance
  • Long-Term Disability
  • Maternity / Paternity / Family Leave
  • Medical
  • Prescription Drug Plan
  • Short-Term Disability
  • Supplemental Insurance
  • Vision
  • Voluntary Life Insurance
  • Casual Dress
  • Employee Referral Program
  • Flexible Hours
  • Paid Holidays
  • Paid Vacations
  • Sick Leave
  • Tuition Reimbursement
  • Wellness Program
  • Bonus Plan
  • Merit Increases

This job requires the following skills

  • Administrative Assistant
  • Call Center Expertise
  • Clerical
  • Customer Service
  • Data Entry
  • Document Processing
  • Customer Service
At a Glance
Enjoy these benefits
  • 401(k) Retirement Savings Plan
  • Dependent-Care Spending Accounts
  • Health-Care Spending Accounts
  • Accidental Death and Dismemberment
  • Dental
  • And More ...
Location