*position summary*:provide through monitoring agent performance, answering questions, training employees, and providing floor
support.
act as a bi-lingual call center team lead.
schedule: monday-friday, 8:00 am - 6:00 pm cst
*responsibilities*:
- provide support to agents by answering questions and assisting with calls.
- report any employee issues or concerns to the supervisor.
- monitor agent calls and provide quality assurance evaluations.
- provide immediate feedback, including rewarding employee performance, coaching and counseling.
- responsible for the collection and handling of sensitive customer data, including credit card numbers.
- maintain client and customer confidentiality.
- maintain all project productivity, efficiency, and quality goals.
- arrive at work on time and adhere to attendance expectations.
- assist in the training and development of new employees through demonstration, answering questions, observing and offering constructive feedback.
- other duties as assigned.
*requirements*:
- high school diploma or equivalent required.
- prior work experience in a customer service role preferred
- excellent telephone etiquette and ability to communicate effectively.
- ability to speak confidently and persuasively with customers.
- ability to demonstrate professionalism and enthusiasm on each call.
- ability to handle stress, including difficult or emotional customers.
- accurate spelling and strong writing skills.
*about * & company*
* & company is a global leader in business process outsourcing (bpo) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services.
we specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide.
our mission is to empower growth for forward-thinking businesses, seamlessly bridging any skill or resource gaps with our expertly vetted talent pool.
we firmly believe in fostering an environment where exceptional individuals can achieve an optimal work-life balance, working remotely from any location, while maximizing their professional growth and earning potential.