Call Center Analyst / Lead

·         Lead, coach, train and manage customer care representatives in all aspects of their jobs to ensure high quality customer service. Provide direct supervision and development to assigned representatives. Provide performance and quality assurance reviews, address all areas of opportunity and strive to continually improve the quality and productivity of the team. Uphold the Customer Bill of Rights and all other Company policies.

·         Investigate and resolve escalated and complex customer concerns. This includes successfully collaborating with internal and external resources.

·         Embrace new technologies and strive to produce process improvements; orchestrate these changes with the team. Meet all goals and deadlines.

·         Lead assigned special projects, participate on company-wide projects to advance the company's business plan.

·         Seven years of customer service experience with progressive levels of responsibility in a call center environment is highly preferred.

·         Strong communication and interpersonal abilities are needed for supervision and managing escalated customer situations.

·         Demonstrated leadership accomplishments with successfully supervising others is required.

·         Experience managing a unionize workforce is preferable.

·         May require account collections experience depending on the opening.

·         Requires the ability to work a flexible schedule that includes some evenings/Saturdays, as well as call-in for storm-emergency operations