Escalations Call Center Team Lead (in-office)

Job description:Schedule: Must be flexible to work Mon-Fri 8am-5pm or Mon-Fri 10am-7pm

Location: South side of San Antonio, TX 78235 (100% ON-SITE)SummaryIn the role of Account Supervisor, your responsibility is to oversee and motivate the Outreach and Loyalty teams, who are tasked with supporting account managers within our clients’ internal teams.

Your team will closely collaborate with Marketing Sciences, Sales, Contract Management, and other stakeholders to analyze high-risk customers, playing a crucial role in reducing churn and safeguarding our revenue through exceptional communication and strategic engagement for Business Market and Public Sector customers. This position is vital for maintaining seamless account operations, supporting client relations, and fostering team success. Essential responsibilities for this white glove service include managing the team, tracking performance, solving problems, and ensuring effective communication with higher management. As this is a brand-new program, flexibility is a non-negotiable in this role; the ideal candidate will be willing to adapt to the changing demands of our business.Key Responsibilities Include:Serving as a liaison between the account management support team, account managers, and other departments (e.g., Sales, IT, Operations)Assisting account managers with client onboarding, account maintenance, and issue resolution, including technical or account assistance. Handling escalated client issues and ensuring timely and effective communication with clients.Working collaboratively with the team and other departments to provide solutions to challengesDocument customer interactions thoroughly using CRM tools to ensure alignment and visibilityKnowledge of and adherence to telemarketing lawsSupporting the onboarding experience and assisting new hires with acclimating to the company cultureSupervising, mentoring, and coaching account management specialists. Assigning tasks, setting performance goals, conducting regular team meetings, and timekeeping.Providing training and development opportunities for new and existing team members to enhance their skills and knowledge in account management and related areasTracking team performance against key metrics, identifying areas for improvement, and implementing strategies to enhance efficiency and customer satisfaction.Soft Skills:Ability to convey information accurately and efficiently to both internal team members and external stakeholders, both verbally and in writingAbility to manage multiple priorities, meet deadlines, and maintain accurate recordsAdaptive to changing situations in a competitive marketAbility to identify and resolve complex client issues and make sound decisions using strong analytical and problem-solving skillsRequired Qualifications:White Glove Customer Service: 1-2 yearsTeam Lead Experience: 3+ yearsProject Management: 2+ yearsData Analytics: 2+ yearsFamiliarity with CRM systems such as Salesforce or Workflow Manager (WFM), and tools like Microsoft OfficeExperience working in Loyalty/Retention programs with a high understanding and performance with loyalty tools such as Compass & Mysolutions

Preferred Qualifications

Technical and Public Sector customer experience: 1+ yearsPrevious experience working in a Secure Workspace (SWS) type environment or white room (no pen, paper, mobile or electronic devices, etc.): 1+ yearsExperience troubleshooting hardware, software, applications, network, and device issuesExperience in a similar role: 1+ years

Benefits

401(k)Dental insuranceHealth insurancePaid time offVision insuranceApplication Question(s):Please provide best email address to reach you at.By submitting your application, you agree to be flexible to work the following shifts as needed: Mon–Fri 8am–5pm or Mon–Fri 10am–7pm.Work Location: In person, 7965 Kennedy Hl, San Antonio, TX 78235