Supervisor

The Results Companies; Paris (TX); On-site; USD 45,000 - 60,000; Full time

Job summary

The Results Companies is seeking a Team Lead to manage a team of agents in Paris, Texas. The position includes responsibilities such as coaching agent performance, assisting with customer issues, and ensuring that service standards are met.

The ideal candidate should possess strong mentorship experience, excellent communication skills, and the ability to motivate a team. If you have a positive attitude and can multitask effectively, we want to hear from you!

Qualifications

• Experience as a Mentor.
• Perfect attendance for the last 30 days.
• Proficient knowledge of inbound contact center environment.
• Ability to accommodate a flexible schedule.

Responsibilities

• Manage a team of 10+ agents.
• Coach agent development areas and monitor performance.
• Assist agents with account issue troubleshooting.
• Conduct phone call monitoring to ensure customer service quality.
• Maintain up-to-date agent reference materials.

Skills

Mentorship experience

Phone skills

Customer service skills

Analytical skills

Troubleshooting expertise

Communication skills

Multi-tasking

Team development

Positivity

Listening and negotiation skills

Job description

Job Description

Duties and Responsibilities

• Identify, Prioritize and Coach agent development areas.
• Directly manage team of 10 or more agents.
• Documents account resolutions, issues, and general notes.
• Assists agents with functionality and basic troubleshooting of product or account issues for the customers.
• Maintains target levels of performance required by the client.
• Maintains up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings.
• Provide appropriate motivational techniques to promote team building and to increase team and Call Center morale.
• Helps maintain a good team and working environment.
• Multitask, listen, input data, probes, and proves solutions to the agents.
• Ensure that all Agent reference materials are up to date.
• Undertakes duties of a general nature or additional tasks as business requires from time to time.
• Conduct mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required.
• Ensure that agents have working equipment and all items needed to do their job.

Qualifications

• Experience as a Mentor.
• Must have PERFECT ATTENDANCE for the LAST 30 DAYS.
• Proficient knowledge of inbound contact center environment.
• Must have excellent phone skills, customer service skills, analytical and troubleshooting expertise.
• Must possess solid verbal and written communication skills.
• Must be able to multi-task, handle escalated calls and upset customers in a professional and courteous manner.
• Must be able to accommodate a flexible schedule.
• Must have analytical and troubleshooting expertise.
• Resume of readiness updated.
• Have great Positive Attitude
• Ability to develop and motivate a team.
• Superb listening, probing, negotiation and de‑scalation skills needed.

Physical Requirements

Frequent: Bending/stooping, reaching, lifting, carrying, repetitive motions, sitting, standing, walking
Occasional: Kneeling, pushing/pulling

Additional Information

The Results Companies is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by applicable law.