Contact Center Team Lead

Openforce-posted 3 months ago
Full-time • Mid Level
Scottsdale, AZ
11-50 employees
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A Contact Center Team Leader is responsible for leading and supporting employees who assist Independent Contractors (IC) and Client Admins with onboarding and ongoing support. This role requires a high degree of customer service and professionalism. A Contact Center Team Leader will work closely with the Contact Center Manager to enhance the knowledge and skills of the team, analyze onboarding, inbound, and outbound data, and implement process improvements. This position involves regular oversight to ensure high performance, productivity, and client satisfaction.

  • Support team members in onboarding Independent Contractors (ICs) and addressing their inquiries including escalated matters and resolving complaints; proactively identifying Client and IC needs and/or concerns.
  • Research to find solutions and remove roadblocks using available resources.
  • Handle Client inquiries by phone, email, chat, and other electronic means.
  • Ensure all projects are progressing and maintain the established timeline; communicating progress and/or roadblocks as needed.
  • Review performance of team members ensuring quality standards and metrics are achieved; coaching and mentoring for improvement as needed.
  • Maintain regularly scheduled 1:1 meetings with team members and team meetings; preparing and executing professionally and efficiently.
  • Build and maintain a resource library of project and standard operating procedure templates; contributing to internal process improvement for the Customer Experience department and across the organization, assisting cross-functionally as needed.
  • Identify and provide ongoing training and development to team members; manage New Hire training and development.
  • High school diploma or equivalent plus 3 years of related experience, preferably in SaaS or other technology company.
  • Proficient skills in the use of a PC and MS Office applications.
  • 2 plus years of leadership experience preferred.
  • Previous experience using software such as Zendesk and Monday.com a plus.
  • Full Benefits Package including medical, dental, vision and 401k.
  • Vacation and Holiday Pay.
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