Contact Center Team Leader (Includes Selling) jobs in Sacramento, CA
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)
Recently Added Contact Center Team Leader (Includes Selling) jobs
Remote Contact Center Member Service Representative II - (El Dorado County Area) DO NOT LINK
- Golden 1 Talent Acquisition Team
-
El Dorado Hills, CA
FULL_TIME
- TITLE: CONTACT CENTER MEMBER SERVICE REPRESENTATIVE IISTATUS: NON-EXEMPT REPORT TO: MSCC SUPERVISOR DEPARTMENT: MEMBER SERVICE CONTACT CENTER JOB CODE: 1104 PAY SCALE: $21.50 - $21.50 HOURLY GENERAL DESCRIPTION: This Member Service Representative II is an energetic and goal-oriented individual who has a passion for service excellence; providing exceptional service, utilizing effective call handling techniques to create a positive and memorable experience. The MSR II responds accurately to member inquiries by telephone in English and Spanish languages (if certified). The MSR II effectively navigates software applications and simultaneously works on multiple screens while resolving member concerns. The ideal candidate will proactively engage members to achieve their financial goals in a consultative approach as part of the solution to their inquiry. TASKS, DUTIES, FUNCTIONS: Demonstrates advanced Credit Union knowledge, ability to resolve complex issues, digital support, and escalations with minimum guidance. Learn and retain an exceptional working knowledge of products and services. Meet and achieve established performance standards commensurate to grade level, with phone efficiency and quality in a fast-paced environment. Demonstrates understanding of member needs, concerns and or frustrations and respond by demonstrating care, concern, and an appropriate sense of urgency. Demonstrate a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. • Demonstrate superior product knowledge recommending products/services to meet the member’s needs. Identify, investigate, and resolve basic and complex member concerns, as well as process and complete member transactions in a timely and efficient manner. Identify and report fraudulent activity to prevent potential loss to Credit Union. Update member and Credit Union account information efficiently and accurately. Educate members on products in an effort to retain and enhance member loyalty. Maintains ownership with the majority of their calls, requiring minimal guidance from Support. Ability to de-escalate situations, looking from several points of view and applying good judgement and critical thinking to resolve the situation. Assist members with Online /Mobile Banking complex issues and Mobile Wallet set-up. Ability to open Sub shares. Complete Regulatory Training Modules as required. Model Golden 1 core values Integrity, Reliability, Service Excellence, and Inclusion. Perform other duties as assigned. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK: Effective oral and written communication skills required to ensure exceptional member experience. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: All levels of management and staff. EXTERNAL: Members, potential members, peers in other departments or branches. QUALIFICATIONS: EDUCATION: Successful completion of High School curriculum or GED. Some college preferred, not required. EXPERIENCE: One year customer service experience in a contact center environment and/or 2 years financial services experience. Member relationship building experience preferred, not required. KNOWLEDGE / SKILLS: Strong oral, written and interpersonal communication skills acquired through experience in a Retail setting or through a financial background. Ability to converse, demonstrate sincere concern, and build rapport while resolving problems and offering solutions to inquiries in English and/or Spanish with callers. Must be able to multi-task and work independently. Meet performance standards commensurate to grade level with efficiency and quality. Skill testing related to product knowledge. Ability to effectively and efficiently utilize all systems required to resolve member issues related to online banking and mobile wallet troubleshooting. Ability to effectively and efficiently utilize all systems required to open new sub accounts. Ability to demonstrate good decision making and obtaining guidance for situations as needed. Knowledge of intranet/internet. Aptitude for learning a variety of computer systems and using technology to solve member issues. Ability to navigate multiple computer systems, applications, and utilize search tools to find information. Bilingual skills a plus - English/Spanish. PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including a financial calculator, personal computer, facsimile machine, and telephone. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. LICENSES / CERTIFICATIONS: None THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.
- 1 Month Ago
Team Leader
- Our Team
-
North Highlands, CA
FULL_TIME
- Team LeaderPOSITION SUMMARY: Responsible, as the first-line operational supervisor, for training and leading team members in consistently delivering an exceptional guest experience, including ensuring...
- 19 Days Ago
Team Leader
- Our Team
-
Woodland, CA
FULL_TIME
- Team LeaderPOSITION SUMMARY: Responsible, as the first-line operational supervisor, for training and leading team members in consistently delivering an exceptional guest experience, including ensuring...
- 19 Days Ago
Team Leader
- Our Team
-
Citrus Heights, CA
FULL_TIME
- Team LeaderPOSITION SUMMARY: Responsible, as the first-line operational supervisor, for training and leading team members in consistently delivering an exceptional guest experience, including ensuring...
- 19 Days Ago
Team Leader
- Our Team
-
Roseville, CA
FULL_TIME
- Team LeaderPOSITION SUMMARY: Responsible, as the first-line operational supervisor, for training and leading team members in consistently delivering an exceptional guest experience, including ensuring...
- 19 Days Ago
Team Leader
- Our Team
-
Placerville, CA
FULL_TIME
- Team LeaderPOSITION SUMMARY: Responsible, as the first-line operational supervisor, for training and leading team members in consistently delivering an exceptional guest experience, including ensuring...
- 19 Days Ago
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0 Contact Center Team Leader (Includes Selling) jobs found in Sacramento, CA area
Customer Service Coordinator - Concord
- Alsco Inc.
-
Sacramento, CA
- ** Customer Service Coordinator - Concord** **Job Category****:** Service **Requisition Number****:** CUSTO21148 Showing...
- 4/26/2024 12:00:00 AM
Sales Ex - COE – Client Success - Advanced Analytics Manager
- Accenture
-
Sacramento, CA
- Organization: Corporate Functions/Sales Excellence - COE Location: US Negotiable Accenture is a leading global professio...
- 4/24/2024 12:00:00 AM
Customer Service Coordinator Concord
- Alsco Inc.
-
Sacramento, CA
- ** Customer Service Coordinator Concord** **Job Category****:** Service **Requisition Number****:** CUSTO21840 Showing 1...
- 4/24/2024 12:00:00 AM
Director of Heath Services (LVN or LPN)
- MBK Senior Living
-
Elk Grove, CA
- Director of Heath Services (LVN or LPN) At MBK Senior Living, we're committed to putting people first - our residents an...
- 4/23/2024 12:00:00 AM
ReadyNow Patient Experience Liaison
- Otsuka Pharmaceutical Co., Ltd.
-
- OTSUKA - PEOPLE CREATING NEW PRODUCTS FOR BETTER HEALTH WORLDWIDE Are you looking to help patients gain access to their ...
- 4/23/2024 12:00:00 AM
Customer Service Associate (ASC I)
- California State University, Sacramento
-
Sacramento, CA
- **Job no:** 507347 **Work type:** Staff **Location:** Sacramento **Categories:** Unit 7 - CSUEU - Clerical and Administr...
- 4/23/2024 12:00:00 AM
Customer Service Representative-Part-Time
- Rbauction
-
Sacramento, CA
- Job Description - Customer Service Representative-Part-Time (22000020) **Job Description** Customer Service Representati...
- 4/23/2024 12:00:00 AM
CFJC Agent II Bilingual
- Schnitzer Steel Industries, Inc.
-
Rancho Cordova, CA
- This individual will be responsible for answering inbound customer phone calls related to the selling or donation of veh...
- 4/22/2024 12:00:00 AM
About Sacramento, California
Sacramento (/ˌsækrəˈmɛntoʊ/ SAK-rə-MEN-toh; Spanish: [sakɾaˈmento]) is the capital city of the U.S. state of California and the seat of Sacramento County. Located at the confluence of the Sacramento River and the American River in Northern California's Sacramento Valley, Sacramento's estimated 2018 population of 501,334 makes it the sixth-largest city in California and the ninth largest capital in the United States. Sacramento is the seat of the California Assembly, the Governor of California, and Supreme Court of California, making it the state's political center and a hub for lobbying and th...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Team Leader (Includes Selling) jobs
$72,886 to $101,190
Sacramento, California area prices
were up 2.5% from a year ago
were up 2.5% from a year ago