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Call Center Team Leader

Posted on Lycos Classifieds - 3 weeks ago
Company:
Acscareers
Location:
Ohio City, OH

Features & Description

Job Summary

Ensures the success of the customer contact center operation by providing leadership through support, guidance, coaching and direction to Contact Center Agents. The team leader shares in the responsibility for overall contact center performance and is accountable for his or her individual team’s performance.

Essential Functions and Responsibilities

Monitor and maintain desired service levels in support of site goals.

Lead team in the achievement of inbound program targets.

Ensure quality of all contacts and transactions.

Ensure efficient (one contact) customer complaint resolution.

Recommend policy, procedure, process and system improvements.

Lead achievement of individual and team performance targets including schedule adherence, sales, calls per hour, quality, idle time, after call work and other key metrics.

Be proficient in all applications used by contact center agents.

Ensure team’s skills and knowledge is up-to-date and agents have necessary tools to enable them to perform the job effectively.

Participate in talent selection and development for Contact Center Agents.

Review, evaluate and manage team and individual performance on a regular basis.

Coach and motivate team to meet and exceed targets

Provide a positive atmosphere for agents to develop skills, be content in their job and stay with PCF.





Required Knowledge and Skills

• Intermediate level skills Microsoft Word, and Excel.

• Skilled in PC and Internet navigation including multi-tasking with multiple windows applications.

• Ability to analyze agent and team performance data and recognize trends and areas needing focus.


Education & Experience

• Two years of call center experience

• Three years of Supervisory Experience

• College Degree or Equivalent Experience preferred


Interested candidates can forward their resume to info@acscareers.us with subject line 'Jobid # acsccsfy1410094'
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