Contact Center Team Leader

Full Job Description

DESCRIPTION

The Team Leader will have direct management responsibility of staff and operational activities within the company.

This role will be responsible for leading and developing a team of staff members in their day-to-day activities, with a focus on delivering consistent and repeatable performance results in alignment with client and company expectations.

Responsibilities include proactive coaching and development of staff, identification and delivery of operational improvements, and management of business and team performance.

This leader will be instrumental in driving the customer and client experiences as well as the overall output of the contact center’s activities.

• Manages a team of internal production representatives
• Coaches, develops, and motivates staff to deliver consistent, successful quality and performance results
• Assists in developing and managing key performance indicators (KPIs), targets, and goals for improvement
• Manages performance against key contact metrics, including, but not limited to calls serviced, abandonment rates, and call handling performance
• Assists and resolves escalated calls; anticipates when proactive action is necessary
• Improves quality of results and resources by identifying operations issues and recommending and/or delivering changes
• Ensures adherence to attendance, schedules, and established policies and procedures
• Assists in hiring and/or onboarding of new representatives, as needed
• Prepares performance reports
• Responds to staff inquiries through various mediums, including chat, in a timely and accurate manner
• In coordination with leadership team, contributes to and owns overall responsibility for business performance and service experience
• Additional duties as assigned

 PREFERRED REQUIREMENTS:

• Three (3) years or more of prior applied experience in a management role, managing staff
• Bachelor’s degree
• Education and/or certification in management practices
• Technical support experience

REQUIRED SKILLS:

• Minimum of 2-years applied experience in a management role, managing staff
• High School Diploma
• Exceptional verbal and written communication skills; Advanced English with neutral speaking voice
• Excellent interpersonal and professional communication skills
• Leadership and problem-solving skills
• Strong attention to detail
• Must be a self-starter with the ability to work in stressful environment and maintain positive relationships with team members
• Must be able to interact in a professional, friendly manner, listen effectively, and communicate across different audiences
• Must have the ability to translate complex information to communicate in a clear, effective, and easily understood manner with staff
• Must be flexible/possess ability to adapt effectively to any changes in assignments/work
• Ability to identify and execute solutions, from available options and coordinate quickly across groups to achieve the plan
• Must be able to operate in an environment during a period of high-growth and frequent change

REMOTE WORK REQUIREMENTS

• Private work environment, free of distractions with minimal or no background noise. Co-working or other similar facilities not approved.
• Must be able to remain connected during business hours.
• Backup power sources and alternate internet access capability are expected.
• Access to functional equipment necessary to perform work is expected.
• Sustainable/sufficient internet bandwidth during business hours:
• Minimum of 20 MBPS download and 10 MBPS upload speed
• Must be able to work using an Ethernet connection (Wi-Fi is not recommended)
• Contractor supplied computer with compatible operating system (OS) and minimum requirements:
• Windows 10 or higher / MacOS 10.14 or higher
• Processor (CPU): Intel Core i3 or better/ AMD Ryzen 3 or better
• Minimum of 8GB of RAM
• Minimum of 5GB of available hard drive space
• Contractor supplied, wired headset with noise cancellation required to support calls (Bluetooth/wireless headsets are not approved).

SCHEDULE

Current Business Hours: Monday-Sunday, 9:00am-9:00pm Eastern Time (US & Canada)

• Schedule may vary, but will fall within current business hours
• Full time (5 days; 40 hours)
• Overtime available; may be required as needed.

JOB CONSIDERATION 

This role is a remote assignment in a growing, fast paced Business Process Outsourcing (BPO) firm, with business performed almost exclusively in English.

Job is offered as an independent contractor position. All compensation is based on hours worked. The contractor is not considered an employee of the company, and as such is not entitled to any benefits, including pension, retirement, transportation, profit sharing, paid time off, or other benefits specific to company employees.

Job Responsibilities

NA

Job Requirements

NA

Skills Required

• Customer Support - Expert
• Customer Service - Expert

Attachments

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