Onsite Call Center agent - Team Lead at Pearl Interactive Network LLC – Bethesda, Maryland

About Company:

Thank you for exploring opportunities at Pearl!

If you are seeking a career that not only challenges you but also provides a sense of fulfillment and opportunity for growth, look no further than Pearl.

Pearl Interactive Network, LLC is a minority-owned, small business specializing in multichannel contact centers, healthcare, and beneficiary services. Pearl concentrates on the delivery of interactions that require complex resolution while developing a personal emotional connection between the agent and caller. Pearl’s culture of caring is at the core of everything they do, and a driving force in transforming the lives of those they serve.

Pearl is more than just a workplace; it's a community where you can thrive, grow, and make a meaningful impact. Don't miss out on the chance to be part of this dynamic team. Join Pearl Interactive Network and embark on a career journey filled with endless possibilities.

About the Role:

The Onsite Call Center Agent - Team Lead plays a pivotal role in ensuring the efficient operation of the call center within the administrative and support services sector. This position is responsible for leading a team of call center agents to deliver exceptional customer service, manage daily workflows, and meet performance targets. The Team Lead will act as a liaison between management and frontline staff, facilitating communication and fostering a collaborative work environment. They will also be instrumental in training, coaching, and motivating team members to enhance their skills and productivity. Ultimately, this role aims to optimize call center operations to support organizational goals and improve customer satisfaction across the United States.

Minimum Qualifications:

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Minimum of 2 years' experience in a call center environment, with at least 1 year in a supervisory or team lead role.
• Strong knowledge of call center operations and customer service best practices.
• Proficiency with call center software, CRM systems, and Microsoft Office Suite.
• Excellent communication and interpersonal skills.

Preferred Qualifications:

• Experience in the administrative and support services industry or related sectors.
• Medical industry experience preferred
• Familiarity with workforce management tools and performance analytics.
• Certification in customer service or call center management.
• Demonstrated ability to lead diverse teams and manage conflict effectively.

Responsibilities:

• Supervise and support a team of call center agents to ensure adherence to company policies and quality standards.
• Monitor daily call center activities, including call volume, response times, and resolution rates, to meet or exceed performance metrics.
• Provide ongoing training, coaching, and feedback to team members to improve customer service skills and operational efficiency.
• Serve as the primary point of contact for escalated customer issues and work collaboratively to resolve complex inquiries.
• Coordinate with management to implement process improvements and communicate updates or changes to the team.
• Prepare and analyze performance reports to identify trends and recommend actionable solutions.
• Maintain a positive and productive work environment that encourages teamwork and professional development.

Skills:

The required skills are utilized daily to manage and optimize call center operations effectively. Strong communication skills enable the Team Lead to clearly convey expectations, provide constructive feedback, and resolve escalated customer issues. Proficiency with call center software and CRM systems allows for efficient tracking of customer interactions and team performance metrics. Leadership and interpersonal skills are essential for motivating the team, fostering collaboration, and maintaining a positive work environment. Preferred skills such as workforce management and data analysis support strategic decision-making to improve service quality and operational efficiency.

Background Investigation

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Pearl Interactive Network, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.