Team Lead Jobs

Role - Team Lead (Call Center)

Role and Responsibilities:

• Coach every Associate on their team on every QA evaluation conducted by the QA department.
• Manage team attrition and reduce voluntary attrition
• Attend regular QA calibration sessions.
• Provide excellent customer service and determine the needs of the client
• Ensure that every Associate on their team receives 1 coaching session at a minimum bi-weekly.
• Do Root Cause Analysis to create action plans / goals to improve performance
• Do a minimum of 4 hours per month on the phones taking calls in the queues that their Associates are skilled to handle.
• Coach every Associate on their team on every NPS survey received.
• Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.
• Participate in the recruiting interviewing process for new hires
• Efficiently coach associates in meeting Key Performance Indicators (KPI’s)/metrics such as (but limited to): AHT, after call work (customer follow-up), Quality, NPS, schedule adherence
• Establish operations objectives and work plans, delegate assignments to subordinate associates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
• Manage team absenteeism to improve overall attendance
• Collaborate with various support groups – Recruitment, Training, Quality, HR, Workforce to deliver business results.
• Ensure the teams they are involved with are aware of the combined end goals.
• Manage and drive performance from the Associates in meeting Service Level Agreements.
• Take appropriate and timely disciplinary action on performance, attendance, schedule adherence, behavior, misconduct, etc.

Applicant’s Specifications & Qualification:

• Previous supervisor experience specializing in Customer Service or equivalent.
• Preferred (not required): Candidate has a Bachelor's/College Degree, any field.
• At least 1 year of working experience in the related field is preferred for this position.
• Analytical
• Results-oriented
• Process-oriented