89 applicants

Company

Movate · 19 hours ago

Call Center Team Lead

South Jordan, UT

Full-time

Onsite

Entry, Mid, Senior Level

$21/hr - $23/hr

1+ years exp

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ConsultingInformation and Communications Technology (ICT)

H1B Sponsor Likely

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Responsibilities

Day-to-day contact for operations related topics

Player and Coach Role - troubleshooting, issue resolution processes, and acts as first escalation point for the billing analysts.

Manages the QA process with periodic reviews of the billing analysts cases

Delivers periodic coaching and own performance management (PIP Process)

Owns new hire training

Will build and present the weekly business reviews to leadership

Tracks agent productivity, schedule adherence, availability, etc.

Reporting as needed.

Exhibit the Culture of Performance and Core Values; Teamwork, Integrity, and Excellence by regularly applying as guiding principles in the decisions and actions chosen based on Reason, Record, and Circumstance.

Interacts with customers via telephone, chat, and e-mail, must be able to wear telephone headset and manipulate objects such as keyboard, and mouse.

Communicate with client on an ongoing basis regarding agent performance and processes including weekly and quarterly reviews.

Work closely with each individual to ensure they are meeting required standards for quality and productivity based on pre-defined KPI’s

Accomplishes team results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and motivating employees; coordinating, and enforcing system policies, procedures, and productivity standards.

Responsible for the day-to-day application of organizational policies and procedures. Recognizes and recommends operational improvements to increase agent performance.

Be actively involved in agent floor support. Handle Customer Service calls when the business requires for customer escalations or high call volumes.

Participate in calibration sessions, weekly operations call, monthly and quarterly business reviews and knowledge sharing sessions as required.

Recognizes, conveys, promotes, and sells products and service value with a consultative approach.

Analyze stats and trends to identify root cause analysis and execute agent coaching, and any corrective actions where required. Proactively report concerns with team, process, systems, etc. to Operations Manager

Monitor agents on a weekly basis to ensure compliance to predefined processes and procedures.

Act as an escalation contact for his / her agents and ensure that their concerns are addressed.

Interview and select new hires for the program that meets the business requirements.

May participate in hiring decisions and conduct performance appraisals.

Regular, consistent, and punctual attendance.

Must have a stable internet connection with the ability to participate in our virtual training and production environment with video camera on.

Other tasks and duties as assigned by the leadership team.

Qualification

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Customer Service LeadershipCoachingContact Center ToolsMS OfficeDe-escalation Skills

Required

1-2 years of Customer Service leadership/management experience

Strong phone presence with exemplary customer service and de-escalation skills

Able to coach and motivate agents in accordance with the company's Performance Culture

Detail oriented

Familiar with contact center tools, systems, and methodologies

Strong MS Office skills including Word, Excel, and PowerPoint

Adaptable to swift program changes, developing the skills in proactive critical thinking and problem-solving

High school or equivalent (Required)

Must have a stable internet connection with the ability to participate in our virtual training and production environment with video camera on

Regular, consistent, and punctual attendance

Benefits

401(k)

Dental insurance

Employee assistance program

Health insurance

Life insurance

Paid time off

Vision insurance

Company

Movate

Glassdoor

3.4

Movate a Human-Centered Technology and Experiences Company.

Founded in 1996

San Jose, California, USA

10001+ employees

https://www.movate.com/

H1B Sponsorship

Movate has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2023 (23)

2022 (2)