Team Lead, Customer Care- Johnston & Murphy
- Req. Number: TEAML002162
- Posted Date: 6/27/2024
- City, State: Nashville, TN
- Postal Code: 37214
Job Summary
To provide quality and efficient customer service to J&M customers by handling front line interactions as well as, leading a team of contact center agents.
Job Responsibilities
Job Requirements
To provide quality and efficient customer service to J&M customers by handling front line interactions as well as, leading a team of contact center agents.
Job Responsibilities
- Assists customers through phone, email, or chat approx. 60% of weekly schedule
- 40% of weekly schedule dedicated to managing team performance
- Assists the manager with daily operation of the call center to include staff development, training, maintaining service levels and recognition.
- Responsible for directly managing an assigned group within the call center
- Monitor team to ensure correct processes are followed and accurate information is provided professionally, courteously and consistently.
- Assist with the resolution of customer service escalated issues
- Provide coaching, advice, and guidance in a timely manner to associates.
- One on one trains and mentors newly hired call center agents
- Maintains a comprehensive working knowledge of policies, procedures, products
- Funnel up ideas that can improve efficiency and service to both internal and external customers.
- Other duties as assigned
Job Requirements
- Bachelor's Degree is preferred but not required
- 2+ years of customer service or sales experience in a contact center setting
- Previous supervisory experience preferred
- Adapt at all applicable computer software, i.e., Word & Excel. Strong aptitude to learn new computer programs related to team lead role.
- Ability to quickly learn new software and applications.
- Hours: Monday - Friday between the hours of 7:00am and 7:00pm. Required to supervise the call center team during one Saturday shift of 9:00am - 2:00pm each month. Hours may fluctuate based on business need.