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 centers 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