Call Center Lead Agent

Righway110 is seeking a dedicated Call Center Lead Agent to oversee a team of 20 persons in a dynamic and fast-paced inbound and outbound call center environment. This role involves leading and motivating a team while ensuring exceptional customer service quality and operational efficiency. The ideal candidate demonstrates strong leadership potential, high emotional intelligence, and excellent verbal and written communication skills, enabling effective conflict resolution and a positive work atmosphere. The Call Center Lead Agent manages daily workforce activities, monitors performance metrics and real-time adherence, and utilizes workforce management software and CRM platforms to streamline operations. This position requires hands-on experience with call center routing software and ticketing systems and demands the ability to remain patient and focused under pressure while inspiring the team towards achieving set targets. The successful candidate will contribute to continuous process improvements and deliver outstanding customer service aligned with Righway110s values.

Responsibilities

Lead, supervise, and support a team of 20 call center agents, fostering a productive and positive work environment.
Monitor and evaluate team performance through key performance indicators and real-time adherence tools.
Manage daily workforce scheduling to ensure optimal coverage and productivity.
Handle escalated customer interactions with professionalism, ensuring effective conflict resolution and customer satisfaction.
Utilize CRM platforms, ticketing systems, and call center routing software to manage customer interactions and workflows.
Coach agents on customer service best practices, communication skills, and technical tools to enhance their performance.
Analyze call center metrics and generate reports to inform management decisions and identify improvement opportunities.
Collaborate with management to implement process improvements and training programs that boost team efficiency and service quality.
Maintain communication with other departments to resolve customer issues efficiently and enhance service delivery.
Ensure compliance with company policies, procedures, and quality standards within the team.
Support recruitment, onboarding, and performance review activities related to team members.
Encourage a culture of accountability, continuous learning, and teamwork within the call center.