Call Center Team Lead

Call Center Team Lead Opportunity at Perfect Home Services!

Join the team at Perfect Home Services, a highly reputable HVAC and plumbing company that has been serving the Chicagoland area for over 30 years. We pride ourselves on our commitment to excellence and customer satisfaction. As a Call Center Team Lead, you will play a crucial role in maintaining our high standards, leading a team dedicated to providing exceptional service. If you’re passionate about customer care and thrive in a dynamic environment, we’d love to hear from you!

Responsibilities:

• Manage and oversee all aspects of the call center, including staff management, performance and daily operations
• Train, coach, and mentor staff to ensure they meet performance targets and deliver high-quality customer service
• Monitor key call center metrics, including call volume, wait times and call source scores
• Develop and implement strategies to improve call center efficiency, productivity, and customer service
• Proactively generates new business through outbound sales activities
• Created and manage outbound scripts and campaigns to optimize customer engagement
• Manage and resolve customer complaints and escalations in a timely and professional manner
• Analyzes staffing needs to ensure employees are best utilized during peak and slow times
• Collaborate with other departments to ensure seamless operations and customer service delivery
• Keep up-to-date with industry trends and best practices to continuously improve call center operations
  
  

Requirements:

• Five (5)+ years of experience in call center management
• One (1)+ year of experience in HVAC, plumbing, electrical, or construction
• Proficient in Microsoft Office and call center software
• Bachelor’s degree in business administration or related field (preferred but not required)
• Excellent leadership, communication, and interpersonal skills
• Strong analytical and problem-solving skills
• Ability to work in a fast-paced and dynamic environment
• Experience with customer service management software such as Service Titan is a plus
  
  

Please submit your resume for consideration.

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