Team Lead, Call Center

Job Title: Team Lead, Full Time, Contact Center

Objective: Provide day to day guidance, training and oversight to the Contact Center team.

Accountabilities:

· Monitors daily team performance, individual staff metrics, manages break times.

· Completes Call Observes for Quality. Motivates, coaches and develops technical and customer service skills of specialists.

· Resolves scanner issues in a timely and effective manner. Handles escalated calls/emails.

· Develops a positive team relationship by being supportive, visible and easily accessible on work floor.

· Immediately addresses and coaches unprofessional or non-constructive behavior situations that occur.

· Provides input to Manager regarding workload volume and staffing needs.

· Provides and proactively encourages daily motivation and recognition.

· Assists in taking phone calls or answering emails during peak periods or as needed.

· Maintains a high level of industry knowledge as related to the company, PSC, scanner equipment, methods of transmitting, call campaigns and the daily functions and operations of the work floor.

· Performs other duties as assigned by Manager.


Requirements:

Knowledge:

· Proficient with various computer applications; knowledge of Windows and Microsoft Office and able to sit at a desk for extended periods of time.

Skills:

  • Strong supervisory skills
  • Strong oral/written communication skills
  • Customer Service, organizational, interpersonal, motivational skills and the ability
  • to interface with all levels of staff and management
  • Training/mentoring skills that focus on improving performance and morale
  • Managing multiple priorities in a fast paced environment and results oriented.

· Possesses a great attitude, professionalism, high level of energy, enthusiasm

Education and Experience

· High School Diploma or GED equivalent or related work experience

o Two year Associates degree preferred.

o Prior supervisory experience in a contact center environment preferred or equivalent combination of experience and education.

o 3 + years Contact Center experience (Inbound, Outbound and Email functions)

Contact: Jane Slater, Human Resources, 516-682-6086

Hours: Contact Center Hours: 9:00 a.m. – 9:00 p.m. M-Fri.

Lead Position requires flexibility. 9 – 5 or 1 – 9

with alternating Saturdays - 10:00AM – 6:00PM