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The Contact Center Lead ensures that all team members have adequate resources, are proficient in their daily tasks and provides assistance with escalated situations. Serving staff by staying visible and walking the floor answering questions.ESSENTIAL FUNCTIONSAnswers employee questions and takes escalated callsCoaches agents on quality and key scorecard performanceSupports phone and queue work as neededInitiates IT service requests as neededAssists/takes escalations and complaintsLeads and manages by observations and coaches in the momentMonitors client and team resource performanceProvides contact center management with staff performance feedbackWill takes calls during weekly shift to maintain an accurate understanding of position requirementsLive monitoring queues and skills while communicating needed changes to National Command CenterOther duties assignedPOSITION QUALIFICATIONSCompetency StatementsAccurate - Ability to perform work accurately and thoroughlyCommunication, Oral - Ability to communicate effectively with others using the spoken wordCommunication, Written - Ability to communicate in writing clearly and conciselyCustomer Oriented - Ability to take care of the customers' needs while following company proceduresInterpersonal - Ability to get along well with a variety of personalities and individualsProblem Solving -- Ability to find a solution for or to deal proactively with work-related problemsRelationship Building - Ability to effectively build relationships with customers and co-workersWorking Under Pressure - Ability to complete assigned tasks under stressful situationsPatience - Ability to act calmly under stress and strain, and of not being hasty or impetuousReliability - The trait of being dependable and trustworthyEducationHigh School Graduate or General Education Degree GEDExperience2 to 5 years contact center customer service experience is strongly preferred1+ years experience in a lead position strongly preferredSkillsExcellent customer service and people skills and must be able to work independently or with a teamAbility to quickly learn new technology and processesMust be able to understand and follow complex instructionsRead, write and understand English fluentlyAbility to accurately type 35wpmWORKING CONDITIONSPhysical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Physical Requirements- Able to sit at and work on a computer for periods of time- Able to use the phone for periods of time- Able to lift up to 10 pounds and reach/bend to retrieve items in cabinets and shelves- Required to be at the work location to perform job functions- Ability to speak, hear and see for the assigned work day- Repetitive key stroke/data entry for the assigned work day- Ability to ambulate as needed for the assigned work dayWORK ENVIRONMENTThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Entire work time is conducted in an office environment in a controlled atmosphere building.The noise level in the work environment is usually moderate.Company is an Equal Opportunity Employer.Equal Opportunity Employer Minorities/Women/Protected Veterans/DisabledEmployer's Job# 5000643005706Please visit job URL for more information about this opening and to view EOE statement.