Created and updated all training materials. Demonstrated ability to help manage agents' productivity to achieve service levels. But most importantly, they should be able to articulate their insights clearly when coaching their agents. Hired, evaluated, promoted and dismissed direct reports as appropriate. In this course, you will learn how to define your target market, create a scalable sales process, and build training, coaching, hiring, and onboarding programs to help your sales team grow better. Your call center agents play an essential role in the life of your company; They are often the primary point of contact for your customers in their greatest times of need. Plan and lead training classes and workshops to ensure all specialists have the knowledge and resources to be successful. By continuing to use our website, you agree to our Privacy Policy and use of cookies. Managed and monitored call center performance tools to ensure our SLA s were met every day. Use of windows based computers, Microsoft Word, Excel and PowerPoint software applications. Provide consistent, balanced and timely performance feedback on service professional performance. A successful call center is composed of highly competent customer service reps—a fact that good leaders must keep in mind when they look for new hires. Leadership in a call center has to be transparent and hands-on, so any employee who understands this could be suited to a team leader role. Received highest level of customer satisfaction ratings from both internal and external customers based on survey results. Managed network queue call routing, call tracking systems and core call center metrics for each team member. Trained and supervised Customer Service Representatives maintaining one touch resolution standards for customer experience. Learning programs equip agents with the knowledge and skills they need to meet the company’s performance standards. Support for AT&T's U-Verse Service, which includes Internet, television and home phone products. Develop monthly activities that include training or re-fresher training materials for the agents. Resolved escalated customer questions, issues and complaints. Started utilization of visual management to better monitor KPI's and provide awareness of manufacturing opportunities. Designed and implemented training to increase employee engagement, enhance customer service, and ensure compliance with HIPAA. Served as an escalation point to diffuse situations and resolve customer complaints. Identified a gap in the handling of small balance accounts that allowed a high volume of bad debt write offs. Utilize VPI Voice Portal to listen to voice recordings to investigate customer or CSR complaints. It’s also a highly demanding responsibility, as project managers must find the balance between achieving the company’s goals while protecting employees’ well-being. Completed filing and storage of all mailed in and electronic medical records once processed in accordance with HIPAA regulations. Reviewed Financial Aid Information and was in constant communication between students and Financial Aid Technician. Provide CSRs and supervisor/manager with consistent and effective feedback and updates on operational procedures. Managed 42 direct reports (Union Employees) in a virtual environment and Call Center environment. Handled escalations and reservation troubleshooting providing general technical support and answers. Handled "supervisor calls" from customers whose issues could not be addressed by a floor representative. Effective coaching. Promoted to Team Lead from CSR: Responsible for daily activities of the group; served as SME for routine questions/concerns. Use system and modified reports to track productivity and quality of CSR's performance. Team builder. Performed inbound and outbound calls for various accounts needing customer service or collection negotiations. Supervised a high volume, inbound call center. Trained, supervised and evaluated staff on company policies, etiquette and procedures. Communicated with internal and external customers to accomplish job tasks using company authorized communication tools. The key skills required for a Team Leader are those associated with leadership – motivator, coach, organiser and a good communicator. For example, 18.4% of call center team leader resumes contained customer service as a skill. Managed employee performance through appraisal administration, developmental plans, disciplinary action, incentive plans, and recognition. Utilized customer feedback, increasing customer satisfaction as well as loyalty through effective complaint resolution. Cold calling leads to failure, fatigue, and more failure - it's time to adopt a new strategy. Prepare performance evaluations on a six month bases. As a call center manager or supervisor, it's important you learn to go beyond your everyday tasks and be able to work, inspire and motivate your team to perform to the best of their abilities. Verified member insurance eligibility for Medicare, CMO, and other Medicaid benefit plans. Create training materials for employees to acquire knowledge of new products or services. Coach and develop call center agents to ensure that personnel adhere to schedules and conform to quality standards governing work processes. Assist floor supervisor managing a team of 75 employees making outbound calls. Assist agents as a lead responding to telephone inquiries, supervisor calls and order status. Configure firewall settings, and/or anti-virus settings for both Windows and Macintosh PC interfaces. Prepare and deliver weekly written and verbal communications. Supported vendors using the Vendor Information Portal, and developed troubleshooting instructions to support self serve customers on the web. Perform daily staff evaluations, monitor individual progress and administer corrective actions in performance management, when necessary. Supervised Call Center Operations for an inbound customer service call center at an internet and mail based retailer of vitamin supplements. Managed a team of 15 Customer Service Representatives and Quality Controllers and managed the personnel operations. Led a group of 6 luxury brand call center representatives in a high volume inbound call center. Conducted weekly rap sessions with staff members and provided updates to the management regarding issues discussed. They manifest themselves in the ways we learn, the ways we teach, and the ways we think about leadership and learning. Handled high volume of inbound and outbound Resolved customer inquiries Troubleshoot minor technical issues with drivers in-car computer system. Staff and project management—which is the primary role of leaders—is a massively challenging task. Monitor productivity and performance effectiveness through call observations. Rather, demonstrate that you put the organization and the team before yourself, but not at the expense of getting the job done. Administer verbal and written warnings pertaining to customer service representative job performance or conduct. Identified and addressed operation gaps, spanning ACSR, order entry issues, technical support, and /or service delivery. Explored security vulnerabilities in data entry system and procedures while successfully completing all projects on time and under budget. Communicate with both internal and external customers to gather project requirements; act as liaison between customers and internal departments. Processed member enrollments and plan changes for Medicaid recipients. Ensure business growth and program deployment by choosing the right outsourcing company to back up your, The past year taught the industry that unforeseen events can have a drastic impact on businesses. Handled high volume in bound escalated calls. Often, incentives and bonuses depend on these assessments. Administered full support to a number of customer satisfaction initiatives in enhancing/meeting CSAT metrics. Develop training materials based on the results from customer demands and quality assurance results. Apply timely performance management standards and processes. They offer support when needed and pull back to let agents perform. Developed and implemented departmental policies/procedures, allowing for fulfillment and control of customer requests. Needed Leadership Skills for Call Center Management. These are just some of the skills you'll need as a Call Center Team Leader Take customer escalations and provide solutions. Process requests within established policies and procedures and contractual obligations. Instead of relying on their memory alone, gathering employee performance data on a regular basis can help. Strengthened hiring practices through collaborating with Senior Management to revise interview questions and guidelines for CSR and Call Center Manager roles. Manage all customer escalations in support of Voice operation. Answered calls in a high volume call center where I addressed questions with employees and customers regarding their wireless accounts. Thus, leaders must be able to explain the metrics that agents must focus on as well as how these metrics affect the entire customer experience. Monitor interaction between staff and callers to ensure quality standards. Improved Team Quality Performance via executed personal action plans providing constructive feedback and one-on-one training. It helps to write down the topics or issues that must be discussed, so they can make the meeting informative and productive. Summary : Customer Service Team Lead II, with over eighteen years of experience in a health insurance medical plan call center.Possess ability to multitask in a fast-paced call center environment and aptitude to effectively facilitate escalated customer issues through strong communication, organizational and interpersonal skills. Followed standard operating procedures and maintained accurate, detailed and timely administrative records. support for restaurants leading the Strike Team meeting coordinating action plans and communications. Formulated and enforced Service center policies, procedures and quality assurance measures. Track and monitor service calls to ensure that they are handled in a timely manner and that service levels are met. However, leadership skills can also be developed. Provide assistance to HR and Management issuing corrective actions, ensuring staff compliance with company's policies and general guidelines. Assist the Technical Client Support area with online password resets, new access requests and troubleshooting. Worked as a catalyst to initiate effective communication between the production floor and Management. Established call center operational strategies by conducting needs assessments, performance reviews, Assist agents with any questions or concerns and take supervisor calls. Make outbound calls to resolve member's problems. Team leaders working in call centers also have the role of training their team members and reviewing their performances from time to time. Exceeded monthly sales goals & objectives. Monitor customer service representatives' daily inbound and outbound calls, promote client satisfaction and enhance employee performance. Whether you are an office manager or a project leader, all good leaders require a number of soft skills to help them positively interact with employees or team members. This builds trust and strong bonds between managers and employees. Served as a liaison to both internal and external customers. Resolved customer escalations pertaining to LAN/WAN and HLR/VLR. Experienced and motivational Call Center Team Leader knows how to inspire team members to reach sales goals in the pursuit of overall company objectives.Has excellent supervisory and communication skills.Brings an Associate’s degree in Business Management along with strong experience. Assist Call Center Manager in reaching service levels of overall Call Center. People who become team leaders have some special skills that every employer lookout for, which are necessary to getting the job done. Serve as a resource to internal and external customers by obtaining and sharing information. Educate agents and providers regarding HIPAA, Privacy Policy and Provider agreements. Mentored and trained staff members on an individual and group basis. Fielded customer inquiries via phone, email, or social media and worked with the customer to troubleshoot issues. A major factor behind this is agent scheduling. Handle training, on boarding, coaching of all agents and all aspects of employee performance management. Handled customer complaints and reported them to the proper resources. Managed over 700 CheckPoint firewalls for customers including VPNs, Remote Access, system upgrades, troubleshooting, and performance monitoring. Created and conducted the training materials and sessions on the new customer interface software, Siebel. Trained other staff members to work as a call center customer service agent. A good leadership training program will provide them with templates on how to set a meeting agenda, encourage interactivity and improve team morale. Handled troubleshooting questions when problems arise and assisting with service questions. Performed performance evaluations for a staff of seven. Write and conduct performance evaluations of direct reports. This way, agents will be able to align their performance and priorities to your goals. A call center team leader usually has a team of other call center operators which he/she manages, directs and controls to ensure that they meet up with targets and perform their duties according to laid down instructions and guidelines. On the positive side, AI is expected to add significant growth and value to the world’s economy for the companies and countries that get it. Selected Contributions: Responsible for ongoing team development and to communicate updates and enhancements to team regarding company policies. CSR's with weekly goals. Have direct involvement in the development and management of our growing Technical Support team. Take escalated calls, answer questions and recommend corrective services to address customer complaints. Assist with Medicaid claims processing and monitoring customer service reps for Quality Assurance. Provide coaching and feedback along with performance reviews. 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