Bi-Lingual Call Center Team Lead
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Job Description
Provide remote support and training as a Bi-Lingual call center team lead for a global outsourcing company. Assist agents with performance monitoring and customer inquiries while ensuring confidentiality.
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.
- Act as a subject matter expert for the program for other departments.
- 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.
- Basic computer and keyboarding skills; knowledge of internet and e-mail preferred
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