Contact Center Team Leader (Includes Selling) supervises contact center agents that make and receive calls focused on selling and promoting products or services. Monitors and evaluates interactions, workflow, and metrics to meet performance standards and sales targets. Being a Contact Center Team Leader (Includes Selling) coaches agents in best practices to respond to customer inquiries using scripts, dialogues, or talking points and how to identify opportunities to upsell additional products and services. Ensures that routine service requests are processed or redirected correctly. Additionally, Contact Center Team Leader (Includes Selling) responds to and resolves escalated issues or transfers complex requests to appropriate support teams. Prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a head of a unit/department. The Contact Center Team Leader (Includes Selling) supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Contact Center Team Leader (Includes Selling) typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
MINIMUM QUALIFICATIONS REQUIRED:
High School Diploma/GED Certificate
Associates Degree preferred
1 year customer service experience
Payment processing experience preferred
Ability to communicate in the Navajo Language preferred.
Must be able to type 30 words per minute and pass a script reading test
Valid Driver's License (subject to motor vehicle record review).
JOB RESPONSIBILITIES AND PERFORMANCE OBJECTIVES:
Address basic customer issues such as general inquiries, non-technical questions, password recover, website navigation assistance and basic how-to questions.
Provides front-line and first tier responses to customer inquiries. Follows-up and ensures that customer issues are handled effectively.
Answers phone calls and emails, ascertains the nature of the request and responds and resolves.
Manages large amounts of inbound calls in a timely and efficient manner while maintaining a high level of customer satisfaction.
Builds sustainable relationships and engage customers by going the extra mile.
Identified customers' needs, clarify information, research every issue and provide solution and/or alternative to customer needs.
Routes calls to appropriate resource within NTUA based on defined operational processes.
Meets personal/team qualitative and quantitative targets.
Completes call logs where available.
Keeps records and documentation of customer interactions or transactions, including detail of inquiries, complaints, or comments and actions taken to resolve.
Maintains records in accordance with established policies and procedures and audit guidelines.
Performs other duties as assigned.
This announcement will close on Sunday, June 30, 2024, visit www.ntua.com to apply. The online NTUA Employment Application must be completed for consideration. If you have any questions, please call NTUA Human Resources @ (928) 729-6252.
Navajo Preference
Navajo Veteran Preference
This institution is an equal opportunity provider and employer.
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