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Lead Contact Center Representative in Nashville, TN at CLEAResult

Date Posted: 9/2/2018

Job Snapshot

Job Description

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Job Description Summary

Responsible for ensuring contact center tasks, activities, and goals are accomplished for a variety of internal and external customers while supporting the department and the management team.

Job Description

Assist in creating a dynamic customer service-oriented call center

  • Oversee the day-to-day performance of staff to ensure programs achieve acceptable customer support levels
  • Review staff performance, and motivate and challenge staff to move to higher levels of achievement
  • Assist in developing an employee recognition plan
  • Monitor and benchmark program and staff performance; provide feedback, suggestions, and recommendations for improvement
  • Schedule staff; process and submit weekly production timesheets in supervisors absence
  • Monitor staff performance for quality assurance and training purposes.  Recommend corrective action plans
  • Assist in receiving incoming calls and provide initial screening of customers questions.  Evaluate needs and direct customers to appropriate programs/services.  Accurately enter customer data into tracking software systems
  • Handle both inbound/outbound calls to support the needs of a diverse customer base
  • Cross-train for a variety of programs
  • Act as a liaison between the contact center and clients in supervisors absence
  • Assist in monthly reporting requirements
  • Support the supervisor in day-to-day operations as well as in supervising CSRs
  • Handle many miscellaneous projects as direted and needed
  • Other responsibilities as required

Additional Job Description

3-5 years in customer service with extensive telephone experience

  • Proven ability to initiate and manage projects from start to finish
  • Desire and ability to take charge and initiative
  • Experience operating a telephone system, Call accounting suite/reporting package and the Oaisys Call Tracer Recording system or similar system
  • Accurate computer keyboard and data entry skills
  • Basis MS Word and Excel.
  • Excellent listening, telephone, verbal and written communication skills are essential
  • Possess strong organizational skills with meticulous attention to detail
  • Positive, professional attitude and adaptive to change
  • Ability to work well in a fast-paced team environment
  • Ability to manage multiple tasks with continually changing priorities
  • Ability to work flexible hours; split shifts are required on an as needed basis.  Schedule may change with minimal notice.  Must be willing to work evenings & Saturdays
  • Must be a team player
  • Bilingual English/Spanish a plus


Equal Opportunity Employer                       

As an Equal Opportunity Employer, we are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant’s race, color, religion, national origin, marital status, age, disability, protected veteran status, sexual orientation or any other protected status. 
 

The above job description and job requirements are not intended to be all inclusive. CLEAResult retains the right to make changes or adjustment to job descriptions and/or job requirements at any time without notice. 

© Copyright 2013 CLEAResult.   All rights reserved.   



As an Equal Opportunity Employer, we are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant’s race, color, religion, national origin, marital status, age, disability, protected veteran status, sexual orientation or any other protected status.

The above job description and job requirements are not intended to be all inclusive. CLEAResult retains the right to make changes or adjustment to job descriptions and/or job requirements at any time without notice.