06 Jun
Remote position - Call Center Team Lead
Georgia, Atlanta 00000 Atlanta USA

Vacancy expired!

Job Description

In this role, you will be responsible for:Provide daily direction and communication to contact center associates, including assigning and directing work; rewarding and coaching employees; and addressing and resolving employee relations issues.Ensure contact center associates are adhering to schedules and that service levels are achieved on a daily basisWork daily with Senior Management Team on managing service levels by monitoring off phone time and assisting with coordinating overtime or early release timeHold monthly/weekly one-on-ones with call center associates providing constructive feedback on performance and ways they can continue to exceed in their positionProvide structured support to career development discussions ensuring associates understand their potential for growth within the companyDevelop performance improvement plans as needed and follow through on all disciplinary actions

Responsibilities includeEnsure customer escalations are handled expeditiously and that all customer/client complaints are addressed quickly and appropriately with the associates.Must be able to handle escalations for all call typesHold daily / weekly / monthly team meetings to share pertinent information to entire teamPerform quality monitoring throughout the month on all associates, providing feedback as necessaryParticipate in quality calibration sessions with the QA team ensuring consistency in scoringDrive employee engagement by being available, accessible and mentoring staffUtilize all recognition and reward tools on a frequent basisAssist in coordination of departmental activities for the associates (i.e. Holiday Events, monthly celebrations etc.)Reporting hourly / daily / weekly / monthly numbers for all KPIsComplete all job training required to stay informed about new products, policies and practicesOther duties as assigned

Qualifications

QualificationsRequired Skills/CompetenciesMinimum 6+ years of contact center management/managerial experience; multi-site and/or multi-channel (phone, chat, and email)Demonstrated people management skills that have motivated and enhanced personal performance and development (particularly in a Contact Center setting)Must possess excellent customer service, follow-up and organizational skillsDemonstrated ability to operate successfully in a time-sensitive and fast-paced environmentOpen to ambiguity and ever changing environmentAbility to handle confidential materials and information in a professional mannerExcellent written and verbal communication skillsExperience measuring, monitoring, and analyzing performance metrics and standardsAbility to coach, develop, and mentor team membersAbility to multi-task efficiently throughout the daySelf-motivated and goal-orientedWorking knowledge of CRM or BPM systemsPossess leadership and team-building skillsStrong analytical and problem-solving skillsAbility to multi-task, set priorities, manage time effectively, and work under pressureSelf-directed, takes initiative in executing job dutiesProfessional and courteous demeanor and ability to collaborate with a team

ExperienceBachelor’s Degree in Business Administration or related field, or equivalent work experienceMinimum 6+ years of contact center management/managerial experience; multi-site and/or multi-channel (phone, chat, and email) are preferredDemonstrated people management skills that have motivated and enhanced personal performance and development (particularly in a Contact Center setting)Knowledge of Lean Six Sigma a plus

Additional Information

If you are interested in a phone interview please advise a good numberand day/time to reach you. I look forward to hearing from you!

Vacancy expired!


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