Contact Center Chat Lead

Summary/Purpose of the Position:
The Contact Center Chat Lead oversees the daily operations of a team of contact center agents. This role assists in the training process, ensuring that the agents are well prepared for handling customer communications, they continue to support the agents by monitoring their progress, ensuring the agents understand and meet expectations, answer questions, and provide them with ongoing coaching. The Contact Center Chat Lead maintains records of the center, prepares reports, and makes recommendations for improvement as well as arranges the working schedule of the contact center staff.

Essential Duties, Functions and/or Responsibilities:

• Responsible for the day-to-day operations of a group of contact center agents
• Answer agent questions regarding best practices or difficult customer interactions
• Serve as the first point of contact for customer escalations
• Monitor and evaluate agent performance, provide learning or coaching opportunities
• Coach and retrain new contact center agents to cultivate the knowledge and skills needed to provide best in class customer service
• Communicate expectations, assignments, and responsibilities to team members
• Ensure agents understand and comply with all call center objectives, performance standards, and policies
• Identify performance related issues and develop an action plan for improvement including writing and conducting performance appraisals
• Develop team members to support the Contact Center department through managing first handling of customer interactions on chats and escalating interactions to the NJ team
• Prepare reports and analyze data to assist the Contact Center Manager in determining call center goals
• Act as a backup/coverage agent when needed

Education and/or Work Experience Requirements:

• High school diploma or GED required
• Associates/Bachelor's degree in related field preferred, but not required
• Call center, customer service, or supervisory experience is required
• Exceptional verbal and written communication skills
• Understanding of company products, policies, and services is ideal
• Ability to motivate employees and evaluate performance.
• Good computer skills including Microsoft Office, Excel, Word and PowerPoint
  

Physical Requirements:

• Ability to safely and successfully perform essential job functions in accordance with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular and timely attendance in accordance with the ADA, FMLA, and other federal, state, and local regulations.

TestEquity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.