Call Center Lead

Our busy Call Center, located at our Port Jefferson Station store , is in need of a Lead for the Department. The Call Center Lead will be responsible for overseeing the Catering Call Center team, including scheduling, hiring, training and monitoring the performance of each team member and as a unit.

Responsibilities

• Will be responsible for ongoing training initiatives with Call Center Representative staff
• This position will manage all schedules for Call Center Representative staff, monitoring the call volume to determine the most efficient schedule for representatives
• Responsible for monitoring performance stats of each staff member, monitor performance of overall Call Center and will continuously monitor call volume to ensure proper coverage
• Will communicate with the Store Team to continue to improve and streamline processes/procedures
• Communicate with IT team and VoiceComm to troubleshoot problems
• Perform weekly call audits
• Will provide Performance Evaluations to team representatives every 6 months, providing feedback on performance and improvements, if needed
• Responsible for scheduling team meetings with agents to keep abreast of questions, issues and concerns
• Will follow up with Call Center Excel report to ensure that follow up calls have been made
• Will monitor Call Center emails to ensure a timely response to all mail
• Will be responsible for inputting orders, answering department phones, assisting with customer walk-ins, expediting orders at the door and distributing production tickets in the absence of the Catering Manager
• Other duties and functions as assigned

Requirements

• HS Diploma or equivalent
• 3 + years of experience working within a busy Catering Department with heavy experience in a customer service role, assisting customers with their orders
• Previous experience working within a Call Center or within a Customer Service Department, answering busy phones
• Proven experience hiring, training and developing staff
• Requires a goal driven, determined individual with high customer service standards to exceed customer expectations
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively

We offer a comprehensive benefits package including medical, dental, vision, 401(K), FSA, 50% off in store lunch, 25% off in store shopping and more!