Lead Customer Experience Agent
- South Africa
- Permanent
- Full-time
At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.JOB SUMMARYThe Lead Agent performs work in a call center environment providing expert or general guidance / direction, training and technical assistance to production and support personnel as well as directs the work of other associates and contributes to their professional development. Work is performed under general supervision. The Lead Agent functions as the Subject Matter Expert, providing quality customer service and / or sales in a professional and polite manner with the intent of providing customer satisfaction and retention and meeting program goals.JOB RESPONSIBILITIES
- Receives and handles calls.
- Responds to customer inquiries that go beyond typical scripted responses.
- Handles inquiries with complete knowledge of product/service or appropriately researches information and/or makes proper referrals.
- Provides immediate feedback to customer problems/concerns using proper telephone etiquette.
- Attends scheduled meetings as required by the Team Manager.
- Assists Supervisor/Manager with coaching and development of new agents or low performers to increase productivity and performance.
- Monitors and provides agents with feedback on quality using standard coaching methods.
- Assists in delivering team briefings and huddles.
- Makes attempts to resolve issues and deescalate issues from dissatisfied customers.
- Assumes responsibility (leads) for producing desired performance results.
- Takes the lead in applying new processes and teaching them to others.
- Supports Team Manager with reporting requirements.
- May perform other specific duties as necessary and required by program/account.
- Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
- Perform other duties as assigned by management.
- High School Diploma or GED required; graduation from a college with an Associates degree preferred
- 2 - 4 years of experience in related area of responsibility in the call center industry. Minimum of six
- Considerable knowledge of product/procedures.
- Fluency in program specific language.
- Good attendance and flexibility required.
- Knowledge of Microsoft Word, Excel (or similar Windows based software).
- Ability and willingness to assume responsibility for producing desired results through other people.
- Ability to accomplish multiple tasks of varying priority within allotted time frames.
- Must be able to demonstrate and communicate best practices to others effectively.
- Strong interpersonal and customer service skills.
- Excellent oral and written communication skills.
- Excellent written, verbal and interpersonal communication skills.
- Ability to multi-task and adapt to change.
- Proven track record of meeting or exceeding customer experience and financial objectives
- Ability to maintain the highest level of confidentiality.
- General Profile: Requires specialized skills or is multi-skilled developed through job-related
supervision. Likely to act as an informal resource for employees with less experience. * Functional: Requires skills in a range of processes, procedures and systems to carry out
- assigned tasks or has developed deep skills in a single area.
- Business Expertise/Acumen: Applies knowledge of the business and how the team integrates
- with other teams to achieve objectives.
- Leadership: Provides informal guidance and support to team members.
- Problem Solving: Provides solutions to atypical problems based on proven practices or
- procedures.
- Impact: Impacts the quality, timeliness and effectiveness of the team; recommends changes
- to improve efficiency.
- Interpersonal Skills: Explains job specific information.