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160595 Call Center Team Leader

Company:
The DAKO Group
Location:
Auburn Hills, Michigan, United States
Posted:
November 28, 2016
Description:

160595 Call Center Team Leader

Our customer located in Auburn Hills, MI is seeking an experienced Call Center Team Leader for a long-term contract position.

The salary range for this position is dependent upon level of experience.

Position Description

Reporting to the Supervisor, the Team Leader is responsible for assisting with the day-to-day operations of an assigned call center team. The Team Leader interacts with Advocates and acts as a coach by providing guidance and feedback. The successful candidate will have a positive attitude, excellent interpersonal and leadership skills and possess a solid track record as a strong contributor. The individual will be flexible and approachable, with the ability to stay focused, and will lead by example. Responsibilities include interacting with internal and external customers to deliver quality support services.

Essential Functions

• Deliver world class customer service to build customer satisfaction and loyalty.

• Mentor, develop, and provide direction to Advocates.

• Conduct effective side-by-sides with Advocates to coach on skills and knowledge.

• Demonstrate proper communication to Advocates when answering questions and making decisions on behalf of company.

• Consistently audit Advocate cases to ensure proper case management.

• Identify and report Advocate performance to Supervisor.

• Handle escalated calls.

• Consistently seek out information and keep current on new product information.

• Assist with New Hire interviews and training.

Prerequisites

• Minimum of 2 years of experience in a call center role.

• Associate’s Degree or Bachelor’s Degree is preferred.

• Ability to look and think “outside of the box”. Look for non-conventional / creative ways to help customers.

• Ability to adapt and act quickly to process change.

• Ability to work independently, yet be a team player.

• Ability to interact with customers with professionalism and maturity.

• Displays strong interpersonal skills.

• Excellent verbal and written communication skills.

• Demonstrates strong organizational and business decision-making skills.

• Ability to multi-task and have strong attention to detail.

• Strong Windows / PC skills.

• Automotive experience preferred.

HOW TO APPLY

Forward your resume in MS-WORD document format via separate email to sciske@dakogroup.com and include “160595 Call Center Team Leader” in the subject line of your email. Please DO NOT use the “Apply Now” feature.

Only those candidates that are eligible to work in the United States without sponsorship will be considered. The selected candidate will be required to pass a Drug Screen, Criminal Background Check, and must provide 2 to 3 Professional References (Manager, Immediate Supervisor, etc.).

We appreciate your interest in The DAKO Group. After careful review and consideration of your resume, we will contact you directly if we are interested in pursuing a further assessment.

PLEASE, NO PHONE CALLS OR FAXES!