Customer Service Representative Lead

Customer Service Miami, Florida


The Customer Service Representative Lead will report to the Call Center Supervisor and will be responsible for the day to day support of Customer Service Representatives including the implementation and training of upgrades or revisions to processes and programs.

CSR Lead Duties and Responsibilities:

  • Take and process calls in a professional manner
  • Support the call center agents while working on the floor
  • Provide back-up administrative support to Supervisor/Management staff
  • Assist in tracking and reporting on new hire statistics: KPI scores, call handle times, quality of calls, and any other metrics as requested.
  • Create an environment to support employee retention
  • Participate in variety of special projects and perform extra administrative duties as assigned.
  • Facilitate and assist in new hire training programs and support all on-going training initiatives.
  • Provide support to existing employees and call center personnel through on-going training curriculums
  • Assist in evaluation and development of call center training needs.
  • Work actively with management team to ensure effective implementation and communication of all training strategies and initiatives.
  • Conduct side by sides (coaching individual employees)
  • Handle escalations
  • Perform special projects and research as assigned.
  • Perform other duties as assigned.

CSR Lead Skills and Experience:

  • 1-2 years of experience in a high-volume call center environment
  • Intermediate to advanced level knowledge of MS Word and Excel
  • Exceptional written and oral communication skills.
  • Proven ability to master the full training cycle
  • Strong analytical, organizational and time management skills.
  • Knowledge of current Ygrene systems and software
  • Familiarity with traditional and modern training methods, tools and techniques
  • Sound decision making and organizational skills
  • Ability to present complex information to a variety of audiences
  • Demonstrated ability to be self-motivated, self-directed and work independently.

Work Environment and Physical Demands:

  • This position operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, scanners, and filing cabinets.
  • Work environment is indoors with majority of time spent sitting at a desk.
  • Ability to stand, bend, stoop, sit, walk, twist and turn.
  • Ability to lift up to 25 pounds occasionally.
  • Ability to use a computer keyboard and calculator.

Position Type, Expected Hours of Work, and Travel:

  • This is a full-time position.
  • Days and hours of work are Monday through Friday, 8am to 5pm. Evening and weekend work may be required as job duties demand.
  • No travel is expected for this position.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.  This document does not represent an employment contract.