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B2C Lead Hand

B2c Lead Hand
We are looking for a B2C Lead Hand to lead a group of employees, and oversee the daily operations of one section within a company. The selected candidate should ensure that their team meets the required goals and production or service levels. They would need to provide support when needed and communicate any issues with upper management to reach business goals effectively. The perfect candidate would be someone with leadership skills and the ability to identify problems and develop solutions. Duties & Responsibilities: Performance Management
  • Utilize daily stats to identify opportunities and coach on performance issues for those not meeting expectations.
  • Understanding scorecard metrics
  • Working with the QA Training department to assist in on-boarding, coaching, and error tracing
Leadership
  • Ability to lead by example and demonstrate exceptional customer service skills and subject matter expertise, handling escalations masterfully.
  • Maintain standards and accountability. Practice and ensure compliance with all company policies being enforced with the CSRs.
  • Ability to motivate the team to meet department goals.
  • Advocate for front lines. Understanding challenges and working with upper management for solutions. Manage expectations and follow up to influence perceptions positively.
  • Strong real-time queue management to ensure tasks are being completed as assigned.
  • Ability to utilize interval reporting data to delegate tasks accordingly and make changes throughout the shift as necessary.
  • Ability to communicate expectations and ensure everyone understands their job.
Reporting
  • Ability to produce reliable regular reporting (CSR development logs, escalation tracking, etc.)
  • Cultivating meaningful business relationships with new affiliates with excellent attention to detail and follow-through. Maintain daily reporting to monitor the success of these client channels closely.
Skills & Qualifications:
  • At least 3 years of Call Center experience and at least 1 year of Call Center Lead Hand experience or a similar role
  • Excellent Time Management skills to meet daily/weekly/monthly deliverables
  • Excellent English communication skills - written and verbal
  • Comfortable using MS Excel and Word
  • Proficiency in technology – hardware and software necessary to perform job duties
  • Good interpersonal and conflict resolution skills
  • Ability to provide leadership to personnel in a fast-paced work environment
  • High level of customer service orientation
  • Strong work ethic and reliability
  • Strong active listening skills and verbal communication
  • Ability to multitask and prioritize
  • Strong decision-making skills
  • Adaptability and accountability
  • Ability to work with multiple dynamic stakeholders