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Asst Team Lead, Call Center

Job Title: Assistant Team Lead, Full Time, Panel Support Center
As our new Assistant Team Lead, you will:
  • Monitor the daily team performance, individual staff metrics, and manage work schedule compliance.
  • Coach and develop the technical and customer service skills of our specialists.
  • Oversee interactions with panel members to ensure high quality customer service and resolutions are provided.
  • Proactively motivate and encourage daily recognition of team members.
  • Effectively address unprofessional or non-constructive behavior situations that occur, escalating as appropriate.
  • Develop a positive team relationship by being supportive, visible, and easily accessible.
  • Provide input to your manager regarding workload volume and staffing needs.
  • Develop and maintain a high level of knowledge as related to our data collection methods, panel member life-cycle, call campaigns, and the daily operations of the support center.

You should also:
  • Have solid customer service, organizational, interpersonal, motivational and training skills.
  • Be able to provide first level supervision to a team of representatives.
  • Be proficient with standard office-setting computer applications.
  • Have top-notch oral/written communication skills.
  • Be able to handle multiple priorities in a fast-paced environment.
  • Possess a great attitude, professional demeanor, high level of energy, and enthusiasm.
  • Be able to sit at your desk for extended periods of time.Education and experience includes:• A High School Diploma or GED equivalent (a two year Associates degree is preferred),• And/or related work experience, such as:
  • Prior demonstrated supervisory experience in a contact center or similar environment.
  • 1 + years multi-channel (phone, email, and/or social media) customer service experience within a contact center.Contact: Jane Slater, Human Resources, 516-682-6086. Variable Hours:
  • Must be able to work different shifts between 9:00 AM – 9:00 PM weekdays, and 10:00 AM – 6:00 PM Saturdays.
  • National Consumer Panel is an operational joint venture between the two leading longitudinal consumer insights providers in the United States – IRi and Nielsen. By recruiting, incenting, and equipping a representative sample of U.S. consumers with handheld scanning devices as well as alternative methods of data collection, the National Consumer Panel provides the highest quality, actionable consumer data to support the needs of both IRi and Nielsen. This consumer data is the raw material that powers the insights and solutions that IRi and Nielsen individually delivers to their respective clients.