Job Description
The Lead Call Center Rep is responsible for overseeing the work of the call center staff. Ensure call center staff are working effectively and efficiently. Call Center leads may also assist the call center manager with scheduling and other leadership duties.
Job Responsibilities
- Manage work schedules and overtime hours for the team, making sure that all shifts are covered
- Assist in conducting training sessions to help employees improve their skills and learn new processes
- Review incoming calls or chats to determine how best to respond to customer inquiries
- Monitor call center activity to identify opportunities for improvement or resolve problems in real-time
- Assist call center manager with developing and implementing new training programs as needed to support department goals
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
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Qualifications
Communication skills: As a team lead, you need to communicate with your team and the company?s management team. You need to be able to communicate clearly and concisely to ensure everyone understands what you?re saying. You also need to be able to listen to your team and address their concerns
Leadership skills: As a team lead, you are responsible for overseeing a group of call center representatives. This means you need to have strong leadership skills to ensure your team is performing well and following company protocol. You can use your leadership skills to motivate your team, delegate tasks and encourage professional development.
Problem-solving skills: As a team lead, you may be responsible for solving customer issues. You can use your problem-solving skills to help you and your team find solutions to customer problems. You can also use these skills to help you and your team develop new processes to improve customer service.
- 1-2 years of customer service experience is required
- 1-2 years of management experience is preferred
- Successful completion of HS Diploma/GED is required
- Computer literacy
- Phone skills including familiarity with complex or multi-line phone systems
- Comfortable working in fast-paced environments
- Must have a solid understanding of software applications
- Demonstrates strong social skills, accuracy, and attention to detail
- Must be available to work flexible hours including evenings and weekends
Education
About Aramark
Our Mission
Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.
At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.
About Aramark
The people of Aramark proudly serve millions of guests every day through food and facilities in 15 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://www.aramarkcareers.com or connect with us on Facebook, Instagram and Twitter.