Call Center Team Lead

Job Description

Job Description

Benefits/Perks

• Competitive Compensation
• Paid Time Off
• Career Growth Opportunities

Job Summary

We are seeking an experienced Call Center Team Lead to join our team. In this role, you will oversee our call center's daily operations and personnel, doing everything possible to maximize efficiency, lower overhead, and achieve company goals. Your responsibilities will include managing staff, developing key performance indicators, and tracking and reporting on productivity.

Responsibilities 

• Manage and train call center employees so they are capable of providing excellent customer service
• Oversee call center operations, making improvements to telephone skills and other procedures
• Create goals and objectives for the call center and document performance using key performance indicators
• Develop and implement policies and procedures that maximize productivity
• Prepare and present reports on call center statistics to upper management
• Assist representatives where escalation is needed
• Take inbound calls and assist customers upwards of 100 per day
• Make outbound calls for prospects, leads, etc and generate sales

Qualifications

• High school diploma/GED is required, college experience is preferred
• Call Center Team Lead experience is preferred
• Previous experience as a call center manager or in a similar managerial position
• Strong grasp of customer service metrics and key performance indicators in a call center setting 
• Knowledge of budgeting, reporting, and basic financial analysis concepts
• Highly skilled in Microsoft Office and call center software
• Excellent verbal, written, and interpersonal communication skills