Call Center Lead - HR Pals

Company Overview

Our client operates regionally throughout the Northeast and Mid-Atlantic as a provider of a wide range of home services including HVAC, plumbing, and electrical services. A focus on people, technology, and operations has helped our client be recognized as one of the fastest growing HVAC, Plumbing, and Electrical Services providers in both the residential and commercial segments. We understand that a home is the client's biggest investment and that they want to keep it in top condition. To achieve this, our client is committed to living out their values of providing quality service each day to best serve homeowners. They strive to maintain their commitment of excellence in service through high-quality partnerships with other like-minded organizations with a people-first vision.

Position Overview

They are seeking a motivated and multi-talented individual with strong client service technical skills to join their Command Center. You will be responsible for providing contact center support for new and existing customers. This is a critical role that supports and interacts directly with their clients/customers.

Essential Job Functions

• Be a product and process expert, guiding your team with deep knowledge of tools, services and customer needs to ensure they are equipped for success.
• Lead and coach a team of customer support agents to achieve and maintain top-tier performance in quality, productivity, and attendance metrics.
• Provide regular, constructive feedback based on quality assurance (QA) scores, customer survey responses, and queue observations.
• Handle customer escalations with poise and professionalism, stepping in to resolve complex or high priority issues as needed.
• Oversee daily operations and manage team performance to ensure members meet performance standards while maintaining focus on delivering a best-in-class customer experience and achieving key performance targets.
• Act as a point of contact for escalated customer issues, facilitating timely and effective resolutions
• Assist staff with customer concerns and technology issues.
• Ensure team members adhere to schedules, breaks, and performance standards to maintain productivity.
• Monitor call quality and metrics, providing feedback and developing action plans.
• Monitor and manage real-time queues, ensuring staff availability to meet service level targets.
• Participate in quality assurance; assure 100% client satisfaction
• Generate reports on team performance, call volumes, and customer satisfaction.
• Drive performance improvement initiatives by setting SMART goals for your team, ensuring clear paths for growth and success.
• Maintain accurate coaching logs and feedback records for each agent.
• Receive, manage, and own escalations from Client Support Staff and other company employees
• Foster a positive team environment by recognizing achievements, encouraging collaboration, and addressing team concerns.
• Work closely with management to implement strategies that enhance team performance and meet organizational goals.
• Identify opportunities for process enhancements and actively participate in initiatives aimed at improving efficiency and customer satisfaction.
• Report system, customer or operational issues impacting service quality.
• Perform other administrative duties and special projects as assigned by the Supervisor.

Required Skills and Experience

• Minimum 3 years in contact/call center environment preferred
• Prior Lead experience a plus but not required
• Experience and proficiency in all Company support applications and tools
• Experience with Microsoft Windows operating systems
• Excellent communications skills verbal and written (Must be fluent in English)
• Strong organizational, project management and multitasking skills
• The ability to work independently and likewise as a team player
• Comfortable troubleshooting over the phone, at times using remote desktop sharing utilities
• Ability to multitask and effectively handle shifting priorities professionally
• Teamwork approach, enthusiasm and a strong desire to succeed!

HR Pals acknowledges that equal opportunity for all persons is a fundamental human value. Each employee and applicant will be considered on the basis of individual ability and merit, without regard to race, color, religion, age, sex, sexual orientation, gender identity, gender expression, pregnancy, national origin, marital status, physical disability, mental disability, medical condition, genetic information, protected military or veteran status, or any other characteristics.

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