Call Center Representative Lead - Randstad Sourceright
Irving, TX 75063
About the Job
As a Call Center Service Representative Lead, you will utilize expertise in service center policies, procedures, and processes to address customer needs effectively.
Position: Call Center Service Representative Lead.
Location: Irving, Texas.
Schedule: Full-time, in-person, variable (flexibility discussed during interview).
Responsibilities:
Position: Call Center Service Representative Lead.
Location: Irving, Texas.
Schedule: Full-time, in-person, variable (flexibility discussed during interview).
Responsibilities:
- Apply advanced policy interpretation to develop solutions or determine escalation levels.
- Provide collaborative coaching and training.
- Present to business units and management.
- Partner with stakeholders to resolve issues promptly.
- Accurately document customer interactions in the case management system.
- Perform non-phone HR transaction processing.
- Communicate complex information clearly, verbally and in writing.
- Pay meticulous attention to detail to prevent errors and solve problems.
- Quickly grasp and probe complex information.
- Excel in organizational and time management skills.
- Interact effectively with various stakeholders in a contact center environment.
- Work independently with multiple system applications.
Required Qualifications:
- High School Diploma or equivalent with 6+ years of related experience.
- Ability to adhere to assigned work schedule and work various shifts.
- Demonstrated coaching and training abilities.
- Previous service center and case management tool experience.
- Prior customer service experience, preferably in a call center.
- Experience maintaining confidentiality.
- Confident phone presence and exceptional customer service skills.
- Proficiency in MS Office applications.
- Working knowledge of Workday or other HRIS systems.
- Effective listening and reading comprehension skills.
Desired Qualifications:
- Excellent oral and written communication skills.
- Strong analytical and troubleshooting abilities.
- Knowledge of HR and/or Shared Services practices.
- General understanding of payroll, timekeeping, and travel services.
- Ability to make independent decisions on moderate to complex problems.
- Experience with project management.
- Familiarity with ServiceNow and Workday tools.
Randstad is proud to be an equal-opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.
Source : Randstad Sourceright