Full Job Description
Position Title: Team Leader, Call Center Operations
Department: Call Center Operations
Reports to: Call Center Manager
Location: Headquarters; Open to remote applicants
About RealVoice
RealVoice is a leading hospitality technology company, offering comprehensive services for hotels and vacation rentals. Our focus is on reservation and call center services, including after-hours and emergency support. Our team combines deep expertise in product development, technology, and call center services.
Job Summary
The Team Leader in Call Center Operations is a crucial role within our organization. This position requires a detail-oriented professional responsible for overseeing a team of Customer Service Representatives. You’ll be ensuring that our call center operations are running smoothly and efficiently, while maintaining excellent customer service standards.
Key Responsibilities
- Oversee the daily activities of a team of Customer Service Representatives and monitor performance.
- Coach, train, and mentor team members, encouraging their professional development.
- Handle escalated calls and complex customer service issues.
- Monitor and analyze team performance and report on metrics.
- Assist in the development and implementation of call center policies and procedures.
- Ensure team members adhere to company policies and regulations.
- Assist with hiring, training, and onboarding of new call center staff.
Qualifications
- Minimum of 3 years experience in a leadership role within a call center environment.
- Excellent verbal and written communication skills.
- Strong leadership abilities, including team management, decision-making, and coaching skills.
- Proficiency in call center software, customer service software, and CRM tools.
- Ability to handle stressful situations and remain calm under pressure.
- Strong problem-solving skills and attention to detail.
Why RealVoice?
Joining RealVoice means being part of a team where your unique skills and talents are valued. We offer competitive salaries, comprehensive benefits, and a supportive work environment. Most importantly, we provide opportunities to make an immediate impact and grow your career in the fast-paced hospitality technology sector.
RealVoice is an equal opportunity employer. We welcome applications from all qualified individuals.