Call Center Team Lead – Tier 1/2 Support

Nexfeld Group; El Paso (TX); In loco; USD 55.000 - 75.000; Tempo pieno

Descrizione del lavoro

Elovate, located in El Paso, TX, seeks a Call Center Supervisor to manage the daily operations of its centralized call center and client help desk, overseeing frontline leadership for Call Center Associates and Help Desk staff to meet service levels and client commitments.

The role emphasizes real-time performance management of Tier 1 and Tier 2 support, coaching, and timely issue resolution, with escalation to Call Center Management as needed.

Competenze

• 2–4 years of experience in a call center or customer support environment.
• Prior experience in a lead, senior associate, or supervisory role preferred.
• Strong working knowledge of call center metrics, SLAs, and quality standards.
• Demonstrated coaching and people-leadership skills.
• Ability to manage multiple priorities in a fast-paced, performance-driven environment.
• Proficiency with call center platforms, CRM/ticketing systems, and Microsoft Office.
• Strong communication, documentation, and problem-solving skills.

Mansioni

• Supervise the day-to-day activities of Call Center Associates and Help Desk staff to ensure consistent, high-quality service delivery.
• Monitor real-time queues, call volumes, and ticket flow to support SLA attainment.
• Support schedule adherence and notify management of coverage risks or volume anomalies.
• Enforce established standard operating procedures and escalation paths.
• Act as a first-level escalation point for complex or sensitive customer and client contacts.
• Ensure team compliance with client contracts, program requirements, and applicable regulations.
• Oversee intake, triage, and resolution of Tier 1 support requests.
• Ensure Tier 2 issues are clearly documented and escalated per defined procedures.
• Track ticket status and aging, following up to prevent SLA breaches.
• Coordinate with internal teams to support timely resolution of client issues.
• Communicate status updates to management on high-priority or at-risk issues.
• Provide daily guidance, support, and direction to assigned associates.
• Conduct routine coaching, side-by-sides, and quality feedback sessions.
• Reinforce performance expectations tied to SLAs, quality standards, and productivity goals.
• Assist with onboarding and training of new hires.
• Escalate performance, attendance, or conduct concerns to management and HR as needed.
• Participate in call, ticket, and interaction quality reviews.
• Identify individual performance gaps and recommend coaching actions.
• Ensure associates follow quality and documentation standards consistently.
• Support calibration efforts and adoption of quality initiatives.
• Participate in call, ticket, and interaction quality reviews.
• Identify individual performance gaps and recommend coaching actions.
• Contribute to supplying call center and help desk performance analysis reports.
• Surface customer concerns, staffing concerns, or SLA threats early and propose solutions.
• Provide operational updates to Call Center Management, including volume trends, staffing, issues, and escalations.
• Document notable incidents, client concerns, or repeat issues.
• Contribute to operational discussions with data and frontline insights.
• Contribute to cross-functional initiatives that improve customer and client experience.
• Contribute and provide feedback to ensure onboarding and learning programs keep pace with growth.
• Identify recurring issues or workflow inefficiencies and recommend improvements.
• Support and contribute to rollout of new processes, tools, or program requirements.
• Reinforce adoption of best practices and procedural updates with the team.

Conoscenze

Call center metrics

SLAs

Quality standards

Coaching

People leadership

Multitasking

CRM / ticketing systems

Microsoft Office

Strumenti

CRM / ticketing systems

Microsoft Office

Descrizione del lavoro

Elovate, located in El Paso, TX, seeks a Call Center Supervisor to manage the daily operations of its centralized call center and client help desk, overseeing frontline leadership for Call Center Associates and Help Desk staff to meet service levels and client commitments.

The role emphasizes real-time performance management of Tier 1 and Tier 2 support, coaching, and timely issue resolution, with escalation to Call Center Management as needed.