The Contact Center Lead ensures that all team members have adequate resources, are proficient in their daily tasks and provides assistance with escalated situations. Serving staff by staying visible and walking the floor answering questions.
Answers employee questions and takes escalated calls
Coaches agents on quality and key scorecard performance
Supports phone and queue work as needed
Initiates IT service requests as needed
Assists/takes escalations and complaints
Leads and manages by observations and coaches in the moment
Monitors client and team resource performance
Provides contact center management with staff performance feedback
Will takes calls during weekly shift to maintain an accurate understanding of position requirements
Live monitoring queues and skills while communicating needed changes to National Command Center
Other duties assigned
Accurate - Ability to perform work accurately and thoroughly
Communication, Oral - Ability to communicate effectively with others using the spoken word
Communication, Written - Ability to communicate in writing clearly and concisely
Customer Oriented - Ability to take care of the customers' needs while following company procedures
Interpersonal - Ability to get along well with a variety of personalities and individuals
Problem Solving - Ability to find a solution for or to deal proactively with work-related problems
Relationship Building - Ability to effectively build relationships with customers and co-workers
Working Under Pressure - Ability to complete assigned tasks under stressful situations
Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous
Reliability - The trait of being dependable and trustworthy
High School Graduate or General Education Degree (GED)
2 to 5 years contact center customer service experience is strongly preferred
1+ year(s) experience in a lead position strongly preferred
Excellent customer service and people skills and must be able to work independently or with a team
Ability to quickly learn new technology and processes
Must be able to understand and follow complex instructions
Read, write and understand English fluently
Ability to accurately type 35wpm
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Entire work time is conducted in an office environment in a controlled atmosphere building.
The noise level in the work environment is usually moderate.
LogistiCare is an Equal Opportunity Employer.