Call Center Performance Lead

Pavlov Media, Inc.; Champaign (IL); Sur place; USD 45 000 - 85 000; Plein temps

Avantages offerts par ce poste

15 company paid holidays

3 weeks PTO

Medical, Dental, Vision starting day one

401K with company match

Educational and professional reimbursement

Résumé du poste

A leading telecommunications firm in Champaign, Illinois, is looking for a Call Center Lead to oversee operations and improve customer service quality. This role involves monitoring performance metrics, coaching agents, and collaborating with teams to enhance workflows. Ideal candidates have over 3 years of call center experience, strong coaching and data analytic skills, and a passion for customer service. Competitive salary, comprehensive benefits, and opportunities for growth are offered.

Qualifications

• 3+ years of experience in a call center environment.
• Strong understanding of customer service principles.
• Ability to thrive in a fast-paced, dynamic environment.

Responsabilités

• Monitor call queues, agent performance, and service levels.
• Provide real-time coaching and feedback to agents.
• Maintain and update SOPs and training materials.
• Analyze call center metrics and generate reports.

Connaissances

Customer service principles

Technical troubleshooting

Excellent communication

Coaching skills

Data analytic skills

Outils

Call center software

CRM platforms

PowerBI

Tableau

Description du poste

A leading telecommunications firm in Champaign, Illinois, is looking for a Call Center Lead to oversee operations and improve customer service quality. This role involves monitoring performance metrics, coaching agents, and collaborating with teams to enhance workflows. Ideal candidates have over 3 years of call center experience, strong coaching and data analytic skills, and a passion for customer service. Competitive salary, comprehensive benefits, and opportunities for growth are offered.