JUNIOR CONTACT CENTER TEAM LEAD

Job Description We are seeking an experienced Junior Contact Center Team Lead to supervise daily operations and personnel to create maximum efficiency and cost-effectiveness. The ideal candidate is organized, dependable, purposeful and has impeccable time management skills. They must assist retail associates experiencing procedural or operational difficulties using proprietary IT applications, be familiar with a retailer’s standard operating procedure and help train store associates. The role requires excellent customer service and communication skills, setting the standard for customer service and ensuring analysts strive toward continuous improvement. Qualified candidates will develop, implement, and maintain effective QA programs that exceed Service Level Agreement (SLA) performance and will work closely with internal IT to maximize all call‑center systems. Job Requirements Hours : Anytime between 6 am‑10 pm CST and must have weekend availability. The schedule is subject to change based on business needs. Set the standard for customer service and ensure all analysts are striving toward improvement. Create and implement call center strategies and operations, improve systems and processes, and manage staff to maximize efficiency and productivity. Address and resolve complex issues escalated by call center representatives. Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Identify and evaluate state‑of‑the‑art technologies; contribute information and analysis to organizational strategic plans and reviews. Collaborate with IT support staff to minimize the operational impact of technical issues. Maintain up‑to‑date listings of call center staffing rosters and queue assignments to meet all reporting requirements. Delegate tasks and set deadlines for analysts. Ensure analysts comply with company rules and procedures. Listen to team members’ feedback and resolve any issues or conflicts. Monitor system performance, identify and resolve problems, and prepare and complete action plans. Complete system audits and analyses; manage system and process improvement and quality assurance programs. Prepare and present call operation reports to upper management by collecting, analyzing, and summarizing data and trends. Responsible for training, assigning, coaching, counseling, disciplining employees; administering scheduling systems; and communicating job expectations. Skills Some call center experience required; training will be provided for the selected applicant. Demonstrated competence to assess priorities and manage a variety of activities in a time‑sensitive environment and to meet deadlines with diligence and quality collaborative skills, with a strong focus on teamwork. Excellent organizational and leadership skills with a problem‑solving ability. Computer skills in Microsoft Office. Excellent people skills. Demonstrated maturity and judgment. Must be able to learn and support new and quickly changing technologies. Ability to research solutions or information regarding technical issues. This position requires handling confidential information in an appropriate manner. Compensation $19–21 an hour based on experience and qualifications. Health, Dental, and Vision Insurance. 401(k) retirement plan. Life Insurance. 16 days of PTO and 10 paid holidays. Lunch is provided every Friday. Equal Opportunity TOGA Technology is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided based on qualifications, merit, and business need. #J-18808-Ljbffr Agilant Solutions, Inc.