Customer Service Representative Lead

Main Duties and Responsibilities:

Directly manage a team of Agents
Identify, Prioritize and Coach agent development areas which includes mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required.
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
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 and helps maintain a good team and working environment.
Provides assistance to co-workers in resolving customer service issues.
Provide first call resolution; working with appropriate internal resources, completing necessary follow-up, and ensuring closure of the inquiry
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Identify trends related to member and/or provider inquiries to respond proactively and provide feedback to management
Provides accurate and detailed reports as required by client and operations
Maintain performance and quality standards based on established call center metrics including turn- around times
Ensure that agents have working equipment and all items needed to do their job.
Perform Adhoc Tasks as needed by the campaign
Qualifications:

Completed at least 2nd year college

Experience:

Preferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Customer Service or equivalent.

Skills:

Strong interpersonal and presentation skills

Strong organization and project management skills

Dynamic and able to adapt to changes

Hands-on and able to work across diverse culture

Experience in the Electricity and Gas industry is an advantage but not required

Amenable to work on holidays, weekend and shifting schedule

Professional, Enthusiastic and Customer Service Oriented

Proven time management skills with the ability to multi-task

Strong attention to detail with a high level of accuracy

Proficient in Microsoft Office Products

Excellent verbal and written communication skills

Excellent telephone presentation

Job Types: Full-time, Permanent