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Call Center Team Lead- Part-time

Description

OutPLEX is looking for a Call Center Team Lead. A highly energetic, enthusiastic and hands on self-starter with excellent communication skills, problem solving skills and proven management skills! The Team Lead will drive the course for new and improved customer support service strategies and programs to carry the function forward as a center of excellence.

The Team Lead will apply their skills by supervising and communicating with individual team members to ensure consistency within the department. Identify areas of opportunity for improvement regarding individual team member performance as well as department policies & procedures. The Supervisor will ensure that all performance and productivity goals relating to metric and quality standards are achieved; will provide ongoing coaching and development.

Additionally, the Team Lead will be responsible for delivery of information and data to Managers for the improvement of customer service skills.  This position requires great attention to detail and the successful candidate must have good judgment skills and the ability to communicate effectively.

Duties and Responsibilities:

The responsibilities include, but are not limited to managing teams of Call Center agents for various telephone projects. You would be expected to deliver quality coaching and ongoing support to the agents whom you would manage. Ensuring that the Call Center and its staff comply with all industry and business standards will be a daily necessity.

• Managing teams of Call Center agents for various telephone projects

• Lead, manage and motivate Call Center agents 

• Possess solid verbal and written communication skills, presentation skills and a high level of comfort in managing others

• Ability to manage and coordinate multiple projects and tasks

• Promote a positive work environment, feedback enriched and healthy culture

• Must be self-motivated and resourceful, requiring minimal supervision

• Ability to quickly adjust to changing work demands and client requirements

• Strong organizational and time-management skills, including attention to detail

• Ability to work in a fast paced environment, prioritize multiple tasks and consistently meet deadlines

• Must be a team player and understand the Departmental Goals

   

Skills and Specifications:

• Demonstrated a minimum of 2 years in a Supervisory related role

• MUST have strong verbal and written communication skills

• Ability to effectively remain organized while multitasking

• Strong PC skills with a focus on Microsoft Office products

• Experience with complex problem solving required

• Ability to be a leader who can create strategy and course of action

• Must take accountability while also holding representatives accountable for performance

• Proven track record in rolling out changes

• Attention to detail is a must

• Good judgment and the ability to communicate effectively

• Bilingual (English and Spanish) a plus

   

Education and Qualifications:

High school diploma from an accredited institution

General Education Degree