Customer Experience Team Lead - Call Center

Solera Holdings, LLC.; Jacksonville (FL); Sur place; USD 52 000 - 75 000; Plein temps

Résumé du poste

Solera Holdings, LLC is seeking a Call Center Supervisor to lead a team of customer service agents, ensure service levels, drive performance, and deliver exceptional experiences. You will coach, mentor, and manage QA, metrics, and issue resolution.

This role focuses on daily operations, staffing, process improvements, and collaboration with management to align team goals with company objectives.

Qualifications

• Leads call center team to meet service levels and KPIs.
• Coaches and reviews agent performance to motivate and improve results.
• Maintains QA standards and supports issue resolution with constructive feedback.
• Communicates clearly with agents and management to drive alignment.

Responsabilités

• Oversee daily operations and team performance, ensuring service level attainment.
• Lead coaching sessions, conduct performance reviews and provide feedback.
• Foster a team-oriented environment and drive process improvements.
• Monitor metrics and quality to guide actionable improvements.
• Handle complex customer queries escalated from agents.
• Manage agent attendance and scheduling to maintain coverage.
• Generate and analyze daily performance reports for strategic decisions.
• Conduct audits, give feedback, and implement corrective action plans.
• Provide real-time feedback using monitoring tools to improve performance.

Connaissances

Team leadership

Coaching & development

Performance management

Quality assurance

Communication (verbal & written)

Analytical thinking

Empathy & emotional intelligence

Accountability

Organizational skills

Adaptability

Interpersonal skills

Integrity

Description du poste

Solera Holdings, LLC is seeking a Call Center Supervisor to lead a team of customer service agents, ensure service levels, drive performance, and deliver exceptional experiences. You will coach, mentor, and manage QA, metrics, and issue resolution.

This role focuses on daily operations, staffing, process improvements, and collaboration with management to align team goals with company objectives.