ABOUT INTELIUS
Bellevue, Washington-based Intelius is a leading information commerce company providing businesses and consumers with information to empower the decision-making process for peace of mind and security. The company has won numerous product and business awards. To date, Intelius has gained more than eight million unique customers who use Intelius' information to reconnect and protect their loved ones, businesses and assets. Intelius' services include background checks, people search services, comprehensive employment screening services and an award-winning identity theft prevention product, IDWatch. Intelius is one of the top 100 most trafficked sites on the Internet, according to comScore/Media Metrix. Intelius has been named one of Washington's Best Places to work, one of the Puget Sound's fastest growing companies, and was awarded the American Business Award's 'Best New Company' award. For more about Intelius screening products and services, visit
http://hr.intelius.com. For more about Intelius' business, news and policies, visit
http://www.intelius.com/corp.
Some of the benefits we offer:
A 401k Plan with employer match.
Great health benefits including medical, dental, prescription, vision and life/disability.
ID Theft Protection
Flex Pass/Bus Pass
Free Parking
And, the most valuable benefit we offer is the opportunity to work with a company recently named one of the top three best mid-sized companies to work for in Washington State!
We are currently seeking a Customer Service Lead for our Customer Service team at our Bothell location. The ideal candidate will have a minimum of 1-2 years management experience, preferably in Call Center and schedule flexibility. This job description defines various job duties and responsibilities for the CS Lead role but is not limited to the listed items below.
Support a customer service team of approximately 10 telephone agents:
Send out statistical data (calls per hour, not ready percentage, average talk time, calls taken, emails handled)
Daily
Weekly
Monthly
Update department supervisor of team statistical performance and related employee discussions in weekly 1x1
Support call center by taking escalated calls, assisting agents with help questions, and queue coverage as needed
Follow the designated schedule for queue coverage
Remain available in queue during scheduled times
Provide roaming floor coverage each day to answer questions and offer help
Communicate with the other CS Leads and management when unable to provide coverage during scheduled times
Support call center by taking customer service calls
Take customer calls when the customers wait time is over 12 minutes
Ensure all calls are cleared from the queue at the end of each day
Ensure each agent is logged out of the phone system at the end of each day
Support call center by addressing employee performance issues
Provide agent feedback immediately if you observe an undesirable behavior regardless of team assignment
Update assigned CS Lead if you provided feedback to an agent reporting to them
Update supervisor of employee performance concerns and provide an update of the performance discussion
Facilitate and lead a weekly team meeting (huddle)
Communicate new product/service information
Communicate department process/policy changes
Answer questions relating to recent process/policy changes
Discuss team statistical challenges and strengths for the week
Provide agents an opportunity to discuss items (roundtable)
Remote monitor at least 5 calls per agent
Provide agent performance coaching/feedback relating to their customer service delivery in a written format
Deliver coaching/feedback in a 1x1 meeting
Perform at least one Side by Side coaching session per month with each agent
Provide agent performance coaching/feedback relating to their customer service delivery
Side by Side session should be a minimum of one hour each
Update department supervisor of side by side status and related employee discussions in weekly 1x1
Perform at least one 1x1 meeting each month with each agent
1x1 meeting should be a minimum of 15 minutes per agent
1x1 discussion should include; Expectations (employee & supervisor), KPI Performance (stats), Project Status, Issues/Concerns, Morale (team, employee & supervisor), Department/Company goals & strategy, Department/Company performance, Career path, Short term/long term goals, Recognition, Kudos, CS Lead should ask each time if there is anything employee needs from them to support their success
Update department supervisor of 1x1 status and related employee discussions in weekly 1x1
Support department and peers by filling in when they are out of the office
Provide team support when another team lead calls out of the office by sending team stats, answering questions, addressing performance issues, and conducting team huddles when necessary
Support Management:
Provide floor coverage
Attend meetings on managements behalf when necessary (take notes, summarize meeting minutes in an email to management)
Report system or company equipment issues by submitting a Helpdesk ticket
Report team and individual performance issues to management within 24 hours
Report employee issues/concerns to management within 24 hours
Conduct employment screening interviews for recommendation of hire
Perform new employee training
Various projects based on the needs of the business
- Location: Bothell
- Compensation: Competitive + Benefits
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.