CoverageX · 2 weeks ago
Call Center - Team Lead
Hurst, TX
Full-time
Onsite
Entry, Mid Level
$23/hr - $23/hr
2+ years expCoverageX is a growing leader in the Vehicle Service Contracts industry, focused on customer satisfaction and reliable coverage. The Call Center - Team Lead will lead and mentor a Transfer Team to achieve performance targets while ensuring compliance with company policies and providing coaching and support to team members.
Auto InsuranceFinancial ServicesInsuranceProperty Insurance
Responsibilities
Implementing effective transfer processes facilitating an efficient operation
Excellent communicator demonstrating call screening skills
Personnel development driving hourly, daily, and weekly transfer targets
Support and motivate transfer team; focusing on work flow, following the script, and coaching
Liaise closely with executive management in resolving any HR issues, including compliance, work attitude, incentives, motivation, and success planning
Assign agreed upon transfer targets, jobs responsibilities for each team member
Manage communication including transfer reports, meetings and live monitoring of transfer calls
Have a lead from the front mentality. Your team is a reflection of your work ethic
Utilize energy and enthusiasm to support goals. Be mindful the staff does not need a cheer leader they need a success coach
Leadership by example; willingness to immerse self into the business by handling screening calls
Qualification
Required
High school diploma or general education degree (GED) and two to three years of related experience and/or training; or equivalent combination of education and experience
Ability to read, analyze and interpret contracts, policies, documents and regulations
Ability to effectively establish rapport, present information and respond to questions from managers, clients, customers and the callers
Ability to calculate figures and amounts such as discounts, commissions, pro-rata, percentages, and volume
Ability to solve practical problems and deal with a variety of concrete variables
Ability to interpret a variety of instructions furnished in written, oral or schedule form
Knowledge of computer skills. MS Office is preferred
Preferred
MS Office is preferred
Company
CoverageX
CoverageX delivers high-quality vehicle service contracts and home warranty plans designed to protect what matters most. No dealer markups.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase