Position Title: Senior Remote Call Center Lead
Location: Remote
Employment Type: Full-Time
Job Summary: RentReporters.com is seeking a dynamic and experienced Senior Remote Call Center Lead to oversee and guide our remote call center team. The ideal candidate will have a proven track record in reviewing call center metrics, translating data into actionable insights, handling escalations, and providing first-line supervision to team leads. This role is crucial in ensuring our call center operates efficiently and delivers exceptional customer service.
Key Responsibilities:
Metrics Analysis and Action:
o Regularly review call center performance metrics.
o Analyze data to identify trends, issues, and areas for improvement.
o Develop and implement actionable plans based on metric analysis to enhance performance and customer satisfaction.
Escalation Management:
o Handle escalations from team leads and resolve complex customer issues promptly.
o Serve as the primary point of contact for escalated customer inquiries and complaints.
o Ensure all escalations are documented and feedback is provided to relevant parties for continuous improvement.
Team Supervision:
o Provide first-line supervision and support to team leads.
o Conduct regular meetings with team leads to review performance, provide guidance, and address any concerns.
o Mentor and develop team leads to enhance their leadership skills and overall team performance.
Performance Monitoring:
o Monitor call center operations to ensure adherence to policies, procedures, and quality standards.
o Conduct performance evaluations for team leads and provide constructive feedback.
o Implement and oversee training programs to maintain high service standards.
Collaboration and Communication:
o Collaborate with other departments to ensure alignment on company goals and customer service strategies.
o Communicate effectively with upper management regarding team performance, challenges, and successes.
Primary Requirements:
Experience:
o Minimum of 4 years of experience in a call center environment.
o At least 1 year of experience in a supervisory or lead role, preferably in a remote setting.
o Proven ability to review metrics and translate them into actionable items.
Skills:
o Strong analytical skills with the ability to interpret complex data.
o Excellent problem-solving skills and ability to handle escalations effectively.
o Exceptional communication and interpersonal skills.
o Ability to work independently and manage multiple priorities in a remote environment.
o Proficiency in call center software and tools.
Application Process: To apply, please submit your resume to careers@rentreporters.com.
