Call Center, Team Lead - Disputes

Description:The Team Lead is in charge of implementing, managing and continuous improvement of Customer service representatives and support programs, in addition to managing & mentoring resources. The role includes utilizing multiple applications to support customer service representatives, partners and consumer requests as well as being responsible for organization and maintenance of data. Provide day-to-day operations support including management and oversight of work queues. Responsibilities:Ensure procedures and policies are followedLead and motivate their team and peers by exampleEffective ticket management and oversee queue service levelsPerform other duties as requiredLeverage knowledge of customer service programs to lead team responsible for providing customer service to meet or exceed business expectationsEnsure all business processes are structured to achieve business objectives and compliance requirementsProvides input into strategic planning processes in support of new initiatives & technologies to enhance the performance of Customer ServiceRespond to customer inquiries. Provide professional, customer-facing interaction by phone, email or in personWork closely with cross-functional teams for process development and implementation of new projectsParticipate with internal project teams to launch new programsRecommend new processes where needed to improve quality and/or on-time serviceResponsible for team management including performance reviews, growth & retentionQualifications:High School DiplomaTeam Lead experience is a mustExcellent analytic, problem solving skills and multitask abilitiesTeam Work orientedDetail orientedCoaching SkillsLeadership SkillsCommunication ProficiencyTime Management abilitiesMicrosoft Office Basic-Intermediate KnowledgeStrong interpersonal skills and enjoys working with people in a customer focused environment that requires continual multi-tasking and flexibility.