- Manages multiple locations with agents designated within a geographic zone
- Screen applicants, interview, and hire new agents
- Promote positive attitude to ensure excellent customer service skills are being utilized when Agents are interacting with customers as well as with the other team members
- Manage staff members by setting goals, giving performance evaluations, and providing staff members with training opportunities and guidance
- Monitoring agents for attendance and other disciplinary ossies, such as cell phone use, personal calls, and employee peroformance of job function
- Create and implement weekly work schedule for agents
- Handles any escalated customer service issues that may arise
- Direct and observe Agents to ensure performance of tasks and customer service levels are being met
- Good organizational and interpersonal skills
- Good computer knowledge
- Able to work independently with minimal/ no supervision
- Ability to quickly learn any Company/ Proprietary software is necessary
- Bilingual (English/ Spanish)
- High School Diploma or GED
- 6 months - 1 year of Customer Service
- 1-2 year of Lead/ Supervisory experience preferred
While performing the duties of this job, employee is regularly required to sit. The employee is occasionally required to stand, walk, stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 20 pounds.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.
