Contact Center Operations Team Lead

GT Independence • Southington, CT

5d • $60,000 - $65,000

About The Position

The Operations Team Leader position is responsible for providing quality and efficient service to customers through the daily management of a team of employees to include motivating, recognizing and rewarding, coaching, counseling, training, and problem solving.

Requirements

• At least 2 years of related experience
• High School Diploma or GED required
• Competent in the use of Microsoft programs and the Internet

Nice To Haves

• Associate degree preferred but not required

Responsibilities

• Provides daily direction and communication to employees so that calls are answered in a timely, efficient and knowledgeable manner
• Provides continual evaluation of processes and procedures; responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
• Managing employees, ensuring work is handled efficiently and effectively
• Provides performance feedback and coaching on a regular basis to each team member
• Ensures employees have appropriate training and other resources to perform their jobs
• Create and maintain a high-quality work environment
• Assists the manager with the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs
• Works as a member/leader of special or ongoing projects that are important to area/process improvement
• Uses appropriate judgment in upward communication regarding department or employee concerns

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED