Escalation Team Lead

Job Summary

A company is looking for an Escalation Team Lead.

Key Responsibilities:

• Handle escalated Customer Experience Agent inquiries and provide feedback to Supervisors
• Respond to inbound call volume and monitor desktop queues to ensure service level targets are met
• Assist with client interactions and maintain extensive knowledge of different customers

Required Qualifications:

• High School diploma/GED or equivalent
• Two years prior call center experience
• Advanced technical skills and experience handling complex customer calls
• Intermediate knowledge of call center systems and proficiency in Microsoft Office applications
• Must have the ability to work a flexible work schedule