Team Lead First Party - (CR10774)

Summary Manages associate workflow and development through regular coaching using established performance tools and measures, including SDR, quality assurance, and IPAS reports.

Job Responsibilities

? Manage daily workflow for associates by monitoring performance, adherence to schedule, productivity, and statistics. Ensures team performance in line with established project and facility goals.
? Provides continuous coaching and development for associates, both formal and informal, to enhance performance by using IPAS reports, quality assurance results, call monitoring / observation, SDR action plans and follow up, and other available statistical data. Assist associates with escalated calls.
? Processes daily time sheets for associates, applying appropriate non-work hours and verifying accurate recording of hours worked.
? Manages retention, environment and culture to meet team goals.
? Assists Supervisors and Operations Managers as needed.

Minimum Qualifications

? Previous work experience as an Account Representative, or equivalent call center position
? Previous leadership experience preferred
? College-level courses preferred
? Excellent communication skills, verbal and written
? Strong analytical skills and good judgment
? Working knowledge of computer software, including Microsoft Excel, Word, and Outlook

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing and criminal background screening.

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