02/09/26 - 1130pm-8pm CST M-F Onsite Call Center Team Lead -$18.50/hr

MarketSource•San Antonio, TX

29d•$19 - $19•Onsite

About The Position

Responsible for supervising activities of assigned client operation team to ensure quality performance, in-depth product knowledge, and adequate staffing in order to exceed the client's goals and objectives; oversee the activities of assigned staff employees by ensuring the function is efficiently performed in a quality-oriented environment reflecting the West values; ensure staff employees receive continuous development training after initial training has been completed in order to improve ability to service the client; assist with identifying areas where additional training is needed based on performance of assigned staff employees

Requirements

High School or GED diploma required
Minimum of one year in operations, sales, customer service, business administration, health care required, based on assigned area
Basic knowledge of MS Word, Excel required

Nice To Haves

Bachelor's degree from an accredited college or university with major course work in business administration, marketing, or a related field preferred. Equivalent work experience in a similar position may be substituted for education requirements
Minimum of one year supervisor or team lead experience preferred

Responsibilities

Responsible for supervising activities of assigned client operation team to ensure quality performance, in-depth product knowledge, and adequate staffing in order to exceed the client's goals and objectives
Ensure the availability of staff to answer procedure and product related questions in a timely and accurate manner ensuring adherence to departmental policy and procedures
Review available resources throughout shift, including productivity and call volume reports, to accurately maintain staffing efficiency
Know and support approved departmental and corporate policies relating to business procedures, philosophies, and conduct, ensuring that all efforts are made to meet or exceed Company goals
Monitor weekly employee attrition for assigned team to ensure it is at or below goal
Ensure reports are created, printed, and distributed in a timely and accurate manner
Ensure consistency in the implementation and enforcement of operational policies/procedures within assigned areas of responsibility
Coach, develop, and mentor subordinates to achieve quality performance while continuing to develop personal management skill necessary to lead staff and handle unique management challenges
Promote employee development by establishing performance measures that encourage employees to excel
Continually assess personal management skills determining strengths and developing a plan to address areas for growth
Participate in the development of strategies to find optimal solutions to compensate, attract, and retain the talent necessary to achieve established goals and objectives
Assist staff with establishing and attaining career development goals
Ensure that employee training is effectively conducted for all positions throughout assigned area of responsibility
Conduct appraisals and performance reviews
For staff located within the United States ensure compliance with Equal Employment Opportunity/Affirmative Action (EEO/AA) guidelines
Comply with individual country employment laws and regulations based on location of staff
Review and recommend suggestions to management when updates to job descriptions are required as responsibilities change
Oversee the activities of assigned staff employees by ensuring the function is efficiently performed in a quality-oriented environment reflecting the West values
Ensure staff employees receive continuous development training after initial training has been completed in order to improve ability to service the client
Assist with identifying areas where additional training is needed based on performance of assigned staff employees
Prepare and conduct timely performance appraisals of direct reports
Maintain current performance information for assigned staff employees
Coach, train, and develop subordinates to achieve quality performance
Participate in monthly roundtable sessions with staff employees to gauge morale and make recommendations to management to ensure the cohesiveness of the team
Supervise development of employee appreciation and recognition programs and activities for team
Proactively oversee the activities involved in quality resolution of problems related to area of responsibility
Respond with a sense of urgency to problems escalated to employee's level
Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided
Place the highest priority on providing quality client service by overseeing all activities of staff, ensuring the unique needs of clients are met
Ensure quality resolution and thorough and accurate documentation of clients issues
Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems
Participate in creating, administering, and continuously updating procedures for resolution of all related issues
Establish and maintain a professional relationship with team members and department contacts
Cooperate with team members to meet goals or complete tasks
Escalate work flow and communication issues to supervisor
Treat all internal/external customers and team members with dignity/respect