Call Center Team Lead - Collaborative Environment

We are seeking a highly motivated and experienced Call Center Team Lead to join our dynamic team. As a Team Lead, you will be responsible for ensuring exceptional customer service. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a passion for delivering outstanding customer experiences.

Responsibilities:

• Reports into the Client Relations Manager
• Manage inbound calls in a timely manner
• Utilize software, databases, scripts, and tools following client and Forrest Solutions' policies and procedures
• Actively listen to clients to understand the reason for their call, and address all questions or complaints, researching every issue, and providing an accurate and efficient response / solution based on CRM and Knowledge Base information
• Provide second level support for escalation calls, diffusing angry clients, as needed
• Building sustainable relationships with dealer network and engage their customers by taking the extra mile
• Provide performance feedback to call center associates
• Responsible for reporting call center metrics
• Support and enhance collaborative team-oriented environment

Qualifications:

• Excellent verbal and written communication skills
• Strong leadership abilities with the ability to motivate and inspire team members
• Proven experience in managing a team in a call center or customer service environment
• Ability to analyze data and make informed decisions to drive performance improvements
• Exceptional customer service skills with the ability to handle difficult situations with empathy and professionalism
• Strong negotiation skills to resolve customer issues effectively
• Proficient in using call center software/systems for monitoring performance metrics and generating reports

If you are a results-oriented individual with a passion for leading teams and delivering exceptional customer experiences, we encourage you to apply. Join our team today!

Forrest Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, com