Roadside Contact Experience Lead

The Lead Roadside Assistance Intake Agent oversees the intake process for roadside assistance requests and provides guidance and support to the Intake Agent team. Support the Roadside Contact Experience Supervisor in monitoring agent activity with a focus on call quality and communication effectiveness. Be a subject matter expert for the agent team to rely on for quick answers and resolutions of next steps. Ensure that the team is handling all incoming requests and maintaining a high standard of service and performance. On occasion as a lead agent, you may be required to take ownership of a call to deescalate or assess a situation for severity to escalate to appropriate teams for resolution. Create an environment to share and engage with the team best practices to enhance the customer experience and meet performance targets.