MASCO Services Call Center- Call Center Team Lead (Boston, MA)

About MASCO Services Call Center:
The MASCO Services Call Center, a subsidiary of Longwood Collective, Inc., keeps hospitals, colleges, physicians, and businesses connected to callers 24 hours a day, 7 days a week. We combine the latest technology with professional, personalized services, bilingual capabilities, customized plans, and unmatched commitment to quality customer service.

MASCO is seeking a Call Center Team Lead to train and provide guidance to our call center representatives, ensuring the highest level of customer service. MASCO also provides career progression towards a supervisor role for successful Team Leads with a proven track record.

MASCO Services Call Center values an inclusive work environment that celebrates the diversity represented by our employees and member institutions. Candidates passionate about this role with diverse backgrounds and experiences are encouraged to apply. The Longwood Collective is proud to be an equal-opportunity employer.

Notable Responsibilities:

Assist in overseeing shift activities and call center representatives to ensure compliance with all call center operating procedures and policies.
Responsible for monitoring the team’s daily shift performance and managing break times.
Provide a wide range of call processing, telephone answering services, and associated administrative functions.
Handle escalated calls and provide on-call coverage as required.
Act as a role model to other Customer Service Representatives.
Provide on-call after-hours coverage on a rotating basis.
Work off-hour shifts to cover as needed (e.g., vacations, vacancies) and during emergency situations (e.g., inclement weather).

Required Qualifications:

High School Diploma or equivalent.
Minimum of three years of call center and/or experience in dealing with the general public in a customer service capacity.

Proficiency in Microsoft Office software applications, including Excel, Word, PowerPoint Access, and Outlook.

Excellent verbal and written skills, ability to operate general office equipment, computerized attendant console.

Ability to motivate and coach others

Compensation and Benefits:
Compensation is competitive based on experience. MASCO Services offers a comprehensive benefits package, including medical and dental coverage, a monthly MBTA pass subsidy or free off-site parking, 3 weeks of vacation, 12 paid holidays, flexible spending accounts, tuition reimbursement, and a 401(k) retirement plan with a generous employer contribution.

This is a full time position

Visit Careers at Longwood Collective, Inc.

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* Can you show proof of your legal right to work in the United States? Yes No

* Will you now or in the future require sponsorship for employment visa status (e.g., H-1B visa status)? Yes No

* Are you available to work the first shift Tuesday - Saturday between 8:00 AM and 6:00 PM? Yes No

* Are you available to work the second Sunday - Thursday shift between 2:00PM - 11:00PM? Yes No

* How did you hear about this position? * What is your desired salary for this role? * Are you available to be on-call for callouts and to support the call center one week per month? * Have you had to perform employee call monitoring and coaching? * Have you had to have employee performance appraisal discussions? * Have you had to supervise people in the past? If so, how many? * How many years of experience do you have supervising others or working in a leadership role in a call center? * Do you have experience scheduling staff?