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Customer Service Team Lead

Customer Service Team Lead

  • Randomly monitor Customer Service Representatives' calls to ensure standards are being maintained
  • Prepare performance evaluations documenting positive points and coaching opportunities
  • Attend training classes and interact with participants
  • Facilitate internal and external calibrations
  • Must be familiar with how to read reports generated by other departments
  • Suggest improvements for call handling procedures
  • Help identify and resolve quality issues with sensitivity and tact
  • Review weekly metrics and calls with agents as needed
  • Review monitoring forms, maintain files and handle general administrative duties
  • Support and sustain a positive work environment that fosters team performance through own work and behavior
  • Phone support on an as needed basis

  • 1-2 years experience in a customer service environment or related position, preferably in a customer relationship center
  • Must be proficient and knowledgeable with client call handling procedures
  • Exhibit commitment to quality assurance through superior quality ratings
  • Excel in defining, measuring and increasing productivity
  • Detail oriented
  • Excellent oral, written, analytical and interpersonal communication skills
  • Flexible to work additional hours including evenings and weekends as required
  • Proven ability to perform in a fast-paced environment
  • Ability to work under minimal supervision

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