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Contact Center Team Lead - Cincinnati/Mason, OH

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Customer Support
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047296 Requisition #


SGS Transportation N.A., a division of SGS Group based in Geneva Switzerland, provides commercial and statutory automotive related services to our clients in the US, Canada, and Mexico. SGS Transportation is a vehicle inspection company for the study, development and application of technologies for motor vehicle testing, diagnostics, repair, technician training, and information management.

Coupled with developing and managing Inspection and Maintenance programs, SGS also provides a wide range of commercial automotive industry inspection services such as New Car, Off-Lease, certified pre-owned, auction, B2B online, and dealer testing, inspection, and certification services. Recognized as the global benchmark for quality and integrity, we employ over 53,000 people and operate a network of more than 1,000 offices and laboratories around the world.

Communicate with customers across the United States, via inbound and outbound telephone calls to schedule end of lease vehicle inspection appointments.

Using automated dialing system, service inbound and outbound Lessee telephone calls to set up inspection appointments. Appointments are scheduled using given set of instructions provided by respective clients. The position will also be responsible for entering pertinent information in a web/cloud based scheduling system.

As our Contact Center Team Lead, you will be responsible for providing support to the Contact Center Manager. Assist in overseeing daily operations and ensuring quality control of the Contact Center operations. Assist in managing and providing direction to Appointment Schedulers and various Support Staff positions in the accomplishment of their daily assignments and customer/lessee interaction.

 

Essential Functions:

  • Provide support to Contact Center Manger.  
  • Encourage and answer questions from Call Center employees regarding policies, procedures and customer issues.
  • Handle escalated customer calls requiring Supervisor/Manager attention as appropriate.  
  • Maintain Contact Center’s service level goals. React according to established standards and make necessary changes to ensure proper coverage in all operational areas.
  • Perform duties as needed pertaining to incidents and safety issues.
  • Facilitate documentation as required by regulatory compliance standards.
  • Interact and communicate with peers to achieve department objectives and goals; drive results.
  • Promote an environment that encourages employee engagement.
  • May be asked to help with a variety of communicative subject matter that may include privileged and highly sensitive material. Maintains strict confidentiality on all job-related matters.
  • Conduct agent call, chat and email reviews as assigned and provide follow up.
  • Make staffing and scheduling decisions for the specialty groups taking into consideration catalog drops and email campaigns.
  • Ability to inspire and support agents and peers, while maintaining performance objectives, quality, compliance and accountability.

 Here’s what you need to join the fun:

  • High School Diploma, or equivalent
  • Minimum two years supervisory experience
  • Requires strong customer service and sales skills
  • Must possess good decision making and problem solving skills
  • Must be able to prioritize and work independently on multiple tasks with attention to detail.
  • Requires a professional attitude and flexibility, plus strong organizational skills. Must be able to work independently with little supervision
  • Requires leadership skills necessary to give direction to an individual, team and/or department.
  • Requires good interpersonal, verbal and written communication skills.
  • Position requires multi-tasking through organization, detail, multiple deadlines and projects.



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skill, and/or ability required.

This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts the company’s rights to assign or reassign duties and responsibilities to this job at any time

SGS is an EOE AA M/F/Vet/Disability employer.

Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.

If you are applying for a position within the United States and you have difficulty completing the on-line employment application because of a disability, please call 201-508-3149 for assistance and leave a message. You will be called back shortly. Please note, this phone number is not for general employment information, but is only for individuals who are experiencing difficulty applying for a position due to a disability.

sgsrsr

 

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