Team Lead, Customer Care

Jobtailor; Mississippi; On-site; USD 36,000 - 52,000; Full time

Job summary

Jobtailor in Mississippi is seeking an experienced contact center professional to lead and resolve complex customer tax inquiries. You will mentor associates, monitor queues, and ensure SLA compliance using MSP, Salesforce, and Cisco Finesse.

Apply standard procedures, identify bottlenecks, and provide actionable feedback to management to optimize workflows in a fast-paced, KPI-driven environment.

Qualifications

• High school diploma or equivalent vocational training/experience is required
• At least 3 years of previous work experience in a professional contact center or related customer care field
• Experience utilizing contact center systems such as MSP, Blackknight, Sagent, or Salesforce is highly preferred
• Experience with telephony tools such as Cisco Finesse is highly preferred
• Prior exposure to contact center management and scheduling tools such as Calabrio or an equivalent KPI management platform is a strong asset

Responsibilities

• Execute specialized support tasks to resolve complex customer tax inquiries and escalated calls efficiently
• Provide informal team leadership and mentor newer associates
• Answer baseline process questions via chat or phone
• Monitor daily queues and schedules using contact center management tools to ensure SLA compliance
• Navigate and update records across MSP, Blackknight, Sagent, Salesforce, and telephony tools such as Cisco Finesse
• Apply standard operating procedures and elevate unique deviations
• Identify operational bottlenecks and customer pain points
• Provide feedback to management to optimize team workflows

Skills

Contact Center Management

Customer Care Experience

Telephony Tools Proficiency

Mentoring and Leadership

Operational Bottleneck Identification

Education

High School Diploma

Tools

MSP

Blackknight

Sagent

Salesforce

Cisco Finesse

Calabrio

Job description

• Execute specialized support tasks to resolve complex customer tax inquiries and escalated calls efficiently
• Provide informal team leadership and mentor newer associates
• Answer baseline process questions via chat or phone
• Monitor daily queues and schedules using contact center management tools to ensure SLA compliance
• Navigate and update records across MSP, Blackknight, Sagent, Salesforce, and telephony tools such as Cisco Finesse
• Apply standard operating procedures and elevate unique deviations
• Identify operational bottlenecks and customer pain points
• Provide feedback to management to optimize team workflows

Requirements

• High school diploma or equivalent vocational training/experience is required
• At least 3 years of previous work experience in a professional contact center or related customer care field
• Experience utilizing contact center systems such as MSP, Blackknight, Sagent, or Salesforce is highly preferred
• Experience with telephony tools such as Cisco Finesse is highly preferred
• Prior exposure to contact center management and scheduling tools such as Calabrio or an equivalent KPI management platform is a strong asset

Core Competencies

Demonstrates expertise in resolving complex customer tax inquiries and providing informal leadership within a contact center environment. Proficient in utilizing contact center management tools and telephony systems to optimize workflows and ensure SLA compliance.

Highest-signal resume keywords

• Contact Center Management
• Customer Care Experience
• Telephony Tools Proficiency
• Mentoring and Leadership
• Operational Bottleneck Identification

Hard Skills

• Customer Tax Inquiry Resolution
• SLA Compliance Monitoring
• Standard Operating Procedures Application
• Operational Feedback Provision

Soft Skills

• Team Leadership
• Mentoring

Industry Keywords

• Contact Center
• Customer Care
• KPI Management

Tools & Technologies

• MSP
• Blackknight
• Sagent
• Salesforce
• Cisco Finesse
• Calabrio