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Call Center Team Lead

Compunnel Inc. Bellevue, WA
  • Expired: 29 days ago. Applications are no longer accepted.

Responsible for the day-to-day productivity of contact center/call center team members. Plans, directs, manages and evaluates performance to ensure our pet parents are receiving a high level of service. Ensure professional and courteous pet parent support is delivered. Promote a
productive and positive relationship with team to nurture growth and excellence. Serve as an escalation point for resolving the most difficult pet parent issues. Coordinate and explain directives from Leadership for the team.

ESSENTIAL POSITION FUNCTIONS:
• Drives discipline metrics by managing workflow as the team lead
• Coordinate with Work Force Management to drive team schedules and performance to
compliance.
• Helps to create a supporting and consistent work environment, focused on the highest
level of customer service and care.
• Answers questions and provides timely constructive feedback to team members;
Maximizes team performance and skills through appropriate coaching and ongoing
training.
• Addresses all team and customer inquiries in a timely manner, without delay.
• Monitors staff performance by observing all communication channels to ensure that the
customers are getting our expected level of service.
• Provides back-up for all claims processors as needed
• Coordinate and complete department projects as assigned
• Researches and analyzes each situation thoroughly to ensure information to the customer
is accurate, complete and timely.
• Resolves routine problems and takes the necessary action to satisfy team members,
customers and internal departments.

• Takes ownership of customer concerns and strives to be the primary connection between
the customer and our organization.
• Continually portrays and projects a positive and professional image of HPPI.

Work Experience/Skills

• 5 or more years’ experience as a Call/Contact Center team lead or comparable
management role
• Demonstrated ability to successfully handle conflict resolution and team management.
• Demonstrated leadership skills providing support and work direction to others.
• Demonstrated PC & Internet skills with ability to multi-task.
• Must have demonstrated excellent interpersonal and communication skills;
• Ability to problem solve in a timely manner and develop alternative solutions;
• Will be required to complete HPPI leadership program training, as warranted, and
successfully implement that knowledge in day-to-day operations
• Working toward or have achieved 2- or 4-year college degree

Compunnel Inc.

Why Work Here?

A opportunity to work with leading investment bank.

Compunnel Inc., established in 1994; is a leading provider of Staffing, IT/Software, e-Learning/Training, Business Intelligence, and Cloud Solutions. A leader in contingent and permanent workforce solutions, we also provide temp-to-hire staffing, project-based/SOW staffing, and payroll services to our esteemed clientele which includes Fortune 500 companies of diverse industry segments. Ranked as one of the largest staffing firms in the US which is our primary service market; we also have a significant presence in Europe and Asia. As a national service provider in the US, we are serving our customers all major states and regions; thereby generating numerous job opportunities for prospective employees in their preferred locations of choice. We have witnessed multi-fold YOY growth, and continuously adding a large pool of talented resources to our employee base every year. Our extensive experience in hiring professionals of multiple in-demand skill sets (IT, Engineering, Healthcare, Admin-Clerical, Finance, Professional, Light Industrial, etc.) further makes Compunnel a wider and preferred platform for people to pursue their careers in the US. We welcome people from all walks of life and cultures, and we support workforce diversity by providing equal employment opportunities to people without any discrimination based on race, color, gender, religion, national/ethnic region, disability, or any other basis.

Address

Bellevue, WA
98004 USA