Title: Team Lead

Department: Operations

Reports to: Program Manager

Job Summary:
The purpose of the Team Lead is to be a subject matter expert (SME) on all call center processes and policies. Primary duties are to support inbound and escalated calls referred by Customer Service Professionals as well as oversee Customer Service Professionals' behavior when providing floor support.

Duties/Responsibilities:


+ Accept and resolve escalated calls, emails or chats referred from Customer Service Professionals.

+ Assist Customer Service Professionals with escalated customer calls to ensure quality assurance standards are maintained.

+ Coach Customer Service Professionals on the technical aspects of calls resulting from QA monitors, client feedback and performance metrics (such as average handle time).

+ Oversee Customer Service Professionals' behavior when providing floor support, including schedule adherence, proper u...