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Customer Service Team Lead
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- Participates in training and coaching of Call Center Representatives in conjunction with Training Specialist and Call Center Management.
- Monitors service levels and communicates issues to Supervisor/Manager.
- Handles escalated calls; take appropriate action to calm upset customers and resolve customer complaints.
- Provides feedback to Call Center Management regarding employees' performance.
- Acts as the primary point of contact for Call Center Representatives in the absence of a Supervisor.
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