Call Center Team Lead

Job Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily as stated below (The requirements listed below are representative of the knowledge, skill, and/or ability required):

• Experience supervising, coordinating, directing and monitoring staff activities to ensure prompt, courteous and accurate response to customers
• Experience ensuring an efficient and qualitative operation through effective planning, leading, controlling, and organizing.
• Strategic thinking skills and experience prioritizing and assigning work to employees and initiating corrective measures to resolve problems including scheduling or adjusting overtime requirements, as necessary.
• Experience selecting, training, developing, appraising, and counseling employees.
• Experience monitoring and analyzing proficiency and quality data and efforts of employees.

Requirements

• Strong MS Office Suite working experience (Excel, Word, and PowerPoint)
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to speak effectively before groups of customers or employees of organization.
• Bachelor's Degree required.

EEO Employer

LanceSoft is a certified Minority Business Enterprise (MBE) and an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. LanceSoft makes hiring decisions based solely on qualifications, merit, and business needs at the time.