Job Description

Job Description
Summary:
The Customer Service Lead position is responsible for the overall operation of the call center during the assigned shift. The position methodically leads a team of agents to balance the workload each day and each hour to ensure all service levels are met. The Customer Service Lead interacts with all Mac Tool department functions and assists them with information requests, procedural input and communication requests. The Customer Service Lead balances an ever changing workload and at times may assist with answering inbound Tier 1 calls, working Tier 2 cases or assisting other business needs.

The lead is responsible for training new agents, assessing agent skill levels, proactively coaching for performance improvement and providing supervisors with feedback on agent performance. The Customer Service Lead sets the overall call center culture by mentoring agents, establishing high service standards and making sure all agents have the information they need to service our callers.

The Customer Service Lead works with the supervisors to quality monitor the work of the Tier 1 and Tier 2 agents which includes inbound calls, cases, email responses and all work performed by our agents. The Customer Service Lead oversees the efficiency of the agents to make sure the work load is completed timely while meeting high quality standards.

The Customer Service Lead is required to use good judgment and problem solving skills to solve complex issues. In addition, this position provides input on improving policies, procedures and systems that has the result of improving first call resolution and agent efficiency. Attention to detail, working with a sense of urgency and quality work and communication are all critical for individuals in the Customer Service Lead position.

Essential Job Functions:
Balance daily and hourly staffing and inbound workload to ensure service levels are met
Communicate important company information used by our agents to provide first call resolution
Forecast agent staffing needs based upon future events, promotions and company activities
Report out on call center daily, weekly and monthly performance including all queue service levels, follow up service level, and agent productivity
Monitor agent attendance and adherence to schedule
Quality monitor and provide coaching feedback for inbound calls, cases worked, emails responded to, and all work performed by agents in the call center
Answer inbound calls as needed based upon call load and call center staffing
Offer continuous improvement suggestions for our systems, processes and policies
Help identify escalating concerns, patterns or service issues
Utilize Excel and other software tools to help gather and analyze data that assists with servicing our customers
Create documents and communication outside of our normal systems that meets high quality standards
Works cross functionally with Supply Chain, Finance and other departments and businesses.
Able to work with a high sense of urgency and professionalism, able to handle high stress situations
Responsible to continuously improve skill sets by gaining knowledge of our internal systems and by completing on line learning courses
Represent Mac Tools in a professional and courteous manner through phone conversation and written correspondence
Perform other duties as assigned

Key Metrics:
Inbound call and follow-up service level
Agent productivity
Written communication quality
Accuracy of work
Quarterly training course completion

Qualifications Education / Experience:
Advanced employee performance coaching and communication skills
Strong Customer Service Skills including listening, relating, initiative, and focused on providing the customer quality support
Able to multi-task and self-prioritize work load
Superior follow-up and cross functional skills
Strong attention to detail and high level of quality orientation including formal presentation skills
Excellent computer skills including advanced Excel
Excellent analysis and problem solving skills
Able to adapt and prioritize work to support our customers