$34,000 Call Center Lead
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POST DATE 9/15/2016
END DATE 10/24/2016
JOB DESCRIPTIONThe Team Lead must foster an environment of continuous improvement while developing and inspiring the production members to improve performance in a way that creates an excellent client/applicant experience.
Career Level: Team Lead
Experience: 2-5 years Customer Service/Call Center experience
Education: High School Diploma or equivalent, Associates degree preferred
?Coaching & Development ? Responsible for coaching and developing team members in all areas of performance including, but not limited to metrics and behaviors related to the client/applicant experience. These activities to include: Calculating QC scores and providing individual feedback on a weekly basis.
?Coach team members; facilitate one-on-one coaching sessions with customer service team members to ensure improvement and efficient productivity is achieved.
?Lead weekly/biweekly team meetings; effectively communicate production and/or company changes.
?Primary contact for team member questions. Initial point of contact for escalated calls to be diffused and resolved professionally.
?Good understanding of Operational Metrics and Scorecard, provide daily productivity Stats.
?Ability to establish a good rapport with employees, clients, and applicants.
?Meet Operations objectives by estimating requirements; scheduling; initiating corrective actions.
?Relentless attention to workflow; ensuring standards are consistently met for turnaround time.
?Ability to manage conflicting priorities and handle multiple tasks/projects concurrently.
?Must be interactive within the office production environment to encourage cohesion.
?Ability to split daily workflow between coaching sessions and production operations.
?Train team members; facilitate new hire and ongoing training sessions.
?Assume limited responsibilities in the absence of the Operations Manager.
?Demonstrated detail orientation, organizational, prioritization and time management skills.
?Effective problem solving/process improvement skills used to identify and resolve day-to-day operation and employee relations problems.
?Coaching and counseling skills used to effectively develop employees; influence and change individual behavior and assist employees to achieve a high level of success and productiveness.
?Ability to work a flexible schedule to meet the needs of the business and performance requirements.
We are an equal employment opportunity employer and will consider all qualified candidates without regard to disability or protected veteran status.