Do you have what it takes to join our team? As Call Center Lead, you will work hand in hand with the call center manager and supervisor to ensure that all metrics are achieved. The lead will assist with resolving escalated calls monitor queue and track inbound calls.
Day-to-day Responsibilities:
- Be available to affect the entirety of the teams operations.
- Take calls that agents cant handle and be available when an agent appears to need assistance.
- Work with management on refining and scheduling appropriate training sessions.
- Develop training documents that support call center operations
- Create residual training pieces to foster growth.
- Log and track support calls in the designated ticketing system, prioritize and escalate jobs as required.
- Identify trends in support calls and develop documentation to address the issues. Notify management of the increase in issues, unusual activity or repeated activity.
Knowledge, Skills, and Education Requirements:
- High School Diploma or General Education Development (GED) Diploma
- Must have excellent customer service, problem-solving skills and be self-motivated.
- Must be computer literate and have working knowledge of Microsoft Office Programs (Word, Excel, PowerPoint)
- Must have at least two (3) years customer service experience, aviation industry preferred
- Must have previous call center experience, aviation industry preferred
- Must have a strong working knowledge aviation ticketing standards
- Must possess excellent communication skills, organizational skills and be able to quickly make decisions with minimal support in a demanding, extremely safety sensitive, deadline driven and fast paced environment
- Must be extremely flexible; willing and able to work extended hours, including days, nights, weekends and holidays
- Airline experience including experience in all areas of ramp, station operations, customer service preferred and airline industry standard.
Silver Airways also offers excellent benefits including travel benefits with our airline and more!
*Silver Airways is an Equal Employment Opportunity employer committed to treating all team members ina fair and equitable manner in all aspects of employment, including, but not limited to: recruitment, selection, hiring, assignment, re-assignment, promotion, transfer, compensation, discipline and performance management, and termination. Silver Airways prohibits discrimination, harassment, and retaliation that is based on race, color, religion, national origin, gender identity or expression, ancestry or genetic information, veteran status, pregnancy or childbirth-related medical conditions, age, disability or handicap, citizenship status, or any other category or characteristic protected by federal, state or local law. The expectation to treat all team members in manner that is inclusive and free of discrimination is universal. It applies to our leaders, managers, supervisors, team members, vendors, consultants and contractors. EOE/VETERANS/DISABLED