Call Center Lead

About Exela 

Exela is a business process automation (BPA) leader, leveraging a global footprint and proprietary technology to provide digital transformation solutions enhancing quality, productivity, and end-user experience. With decades of expertise operating mission-critical processes, Exela serves a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune® 100. With foundational technologies spanning information management, workflow automation, and integrated communications, Exela’s software and services include multi-industry department solution suites addressing finance & accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and public sectors. – Through cloud-enabled platforms, built on a configurable stack of automation modules, and 17,500+ employees operating in 23 countries, Exela rapidly deploys integrated technology and operations as an end-to-end digital journey partner.

Health & Wellness

We offer comprehensive health and wellness plans, including medical, dental and vision coverage for eligible employees and family members; paid time off; and commuter benefits. In addition, supplemental income protection including short term insurance coverage is available. We also offer a 401(k)-retirement savings plan to assist eligible employees in saving for their retirement. Participants are provided access to financial wellness resources and retirement planning services.

Military Hiring:

Exela seeks job applicants from all walks of life and backgrounds including, but not limited to, those who are transitioning military members, veterans, reservists, National Guard members, military spouses and their family members. Individuals will be considered no matter their military rank or specialty.

Heading

Subheading

Normal

Sans Serif

Serif

Monospace

This is an in-person position. Rust Consulting is an Exela company located in downtown Minneapolis, MN.

Job Description

Heading

Subheading

Normal

Sans Serif

Serif

Monospace

Job Title: Call Center Team Lead

Job Summary:

The primary responsibility of the Call Center Team Lead is to support the call center team in achieving the success of each project within defined scope, schedule, cost, and quality. This role involves providing leadership, implementing procedures, ensuring adherence to policies, maintaining productivity, and delivering exemplary customer service.

Essential Functions and Responsibilities:

• Follow and meet Key Performance Expectations (KPEs) for the role.
• Prepare and implement procedures and processes for the call center.
• Maintain regular communication with call center supervisors and managers.
• Provide exemplary customer service to callers.
• Ensure adherence to call center policies and maintain staff productivity.
• Monitor call queue and handle escalations.
• Maintain employee attendance records and ensure compliance with attendance expectations.
• Act as the team expert for call center projects and stay updated on changes to procedures and scripting.
• Foster positive relationships with CSRs, supervisors, and managers.
• Assist CSRs with call questions or escalations as needed.
• Participate in call center training on new cases as directed by leadership.
• Communicate client issues affecting results to supervisors or managers.
• Assume any call center role as needed to ensure departmental success.
• Ability to work flexible hours as required for supervisory project coverage.
• Perform any other duties as assigned.

Minimum Job Qualifications/Experience:

• High school diploma or equivalent.
• Minimum of 1 year of Rust call center experience, with demonstrated ability to handle multiple projects simultaneously.
• Strong attention to detail and ability to communicate effectively both orally and in writing.
• Proficiency in creating and maintaining spreadsheets in Excel.
• Ability to learn and retain large quantities of case-specific information.
• Excellent organizational skills, including multitasking and prioritization in a fast-paced environment.
• Thorough understanding of call center technology and internal applications.
• Strong leadership skills and ability to lead by example.
• Working knowledge of Google office products, as well as Microsoft Office products such as Exel.
• Strong analytical and reporting skills.
• Exceptional customer service skills.
• Flexibility in work schedule to accommodate business needs.
• Positive and professional attitude.

EEO Statement:

Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

Exela recruiters or representatives will only contact you from emails ending with @exelaonline.com, @exelatech.com, @lexicode.com, @rustconsulting.com or @ersgroup.com. We would never ask you for payment or ask you to deposit a check into your personal bank account during the recruitment process.

Read Full Description