Call Center Team Leader

Essential Functions

Consistently lead team to deliver sales effectiveness and service excellence

Successfully drive team/department to achieve/exceed monthly sales results

Responsible for the leadership and strategic direction within a call center of 12-17 Client Service Professionals

Positively motivate, coach and counsel employees

Foster development of a performance driven team that consistently demonstrates Key Values and Key Difference

Champion, execute, and think globally about change(s)

Monitor, Client Service Professional?s performance and daily coaching using the ?Call Strategy for superior service delivery

Responsible for the day to day management including HR issues, Key Values, Polices and Procedures and administrative functions on HR Direct

Maintain and control team effectiveness

Maintain knowledge and understanding of products and services, systems and procedures within the Call Center

Introduce and support motivational programs to encourage and foster a positive work environment

Consistently and effectively communicate departmental changes, updates and activities

Conduct monthly team meetings

Responsible for interviewing, hiring, promotions, salary adjustments, PAR development coaching, counseling, motivation and recognition of staff

 

Marginal Functions

Maintain working knowledge of the CMS terminal and to make the necessary adjustments to staffing in order to maintain departmental goals

Assist in resolving and processing complex requests and to provide support to the staff to ensure completion of requests

Performs additional duties as assigned to facilitate work load and support other areas

Create and maintain efficient operating processes and practices through Continuous Improvement

 

Required Skills

Experience with Customer Sales and Service 

Must have proven leadership experience, demonstrated people management skills with a focus on motivational and developmental techniques with the ability to stimulate positive change

Management experience in Call Center (2-5 years)

Strong proven interpersonal and verbal/written communication skills

Excellent Organizational and Time Management skills

Proven decision making abilities and problem resolution skills

Ability to work with all organizational levels in multiple departments

Ability to work under pressure and meet deadlines

PC Proficiency including: Word, Excel, and PowerPoint

 

Preferred Skills

Supervisory experience

College degree and/or 3-5 years related work experience

Strong leadership ability

Foster teamwork

Knowledge of the internet, browsers, and applications

Key product knowledge

 

Equipment Used

Copier

Fax Machine

PC

Printer

Telephone

 

Training Provided

Team Leader will receive structured on-going training including formal classroom work, self-studies, job shadowing, testing, and certification designed to make them efficient and knowledgeable with all of the systems and products needed to coach employees, service well and sell more

 

Relocation Provided = No