Contact Center Lead - Remote

Overview

The Contact Center Lead is responsible for assisting with the day-to-day operations of the contact center. The Contact Center Lead will assist supervisors with daily operations including assistance to agents as needed, monitoring Contact Center Production, and conducting side by side training. 

In Short

• Assist Supervisors and Management in meeting and exceeding daily, weekly, and monthly goals.
• Motivate and inspire the team to exceed operational goals.
• Work with new hire staff during their “nesting” period to answer questions, mentor, and provide feedback on their performance.
• Look for development and continuous improvement opportunities for the team.
• Assist the Dialer Manager as needed.
• Communicate the Company’s purpose, core values, and vision to front line colleagues.
• Actively participate in team meetings and provide trainings as needed.
• Produce reports reflecting individual and overall results.
• Analyze trend data from reports.
• Provide feedback to the Supervisor Team regarding any trends that warrant further trainings, IT support, etc.

Requirements

• Minimum or 3 years customer service experience preferred.
• Excellent customer service skills and sales skills.
• Experience in a supervisory role in a call center or the service industry preferred.
• Excellent communication skills both written and verbal, especially when documenting instructions.
• Must be self-motivated and independent.
• Possess problem solving & decision-making skills.
• Ability to handle multiple tasks at a time.
• Ability to use PC and have working knowledge of Word, Excel and Outlook.
• Must be effective and efficient working in a team environment.

Benefits

• Competitive Salary and Benefits Package.
• Performance-based incentives may be available.
• Opportunities for professional growth and development.
• Supportive work environment.
• Diversity, equity, and inclusion initiatives.
• Drug-free workplace.