Cooperator Call Center Team Lead

Riverbay Corporation•New York, NY

29d•Onsite

About The Position

This role is responsible for ensuring operations coverage for all shifts, providing leadership, mentoring, development, and guidance to the team to efficiently leverage the value of every call to maximize Cooperator experience. The Team Lead will monitor service calls to observe employee professionalism, technical accuracy, and conformity to company policies while tracking trends. They will provide ongoing communication and follow-up to ensure representatives are fully informed of all new information related to processes, procedures, customer needs, and company-related issues, changes, or actions. The role involves conducting training to improve key performance indicators (KPIs), assisting with contingency plans, escalating and directing activities during systems problems or emergencies, and identifying potential problems, troubleshooting, and escalating issues to local and network management. A key aspect of this role is maintaining professional working relationships with all company employees to foster a cooperative and harmonious working climate conducive to maximum employee morale, productivity, and efficiency. The Team Lead will provide updates regarding potential problems or unusual matters of significance and take prompt corrective action or suggest alternative courses of action. Other duties and responsibilities as required will also be performed.

Requirements

Bachelor’s degree or equivalent experience
High school Diploma or Equivalent required
Three years’ supervisory experience
Three years of Call Center experience
Workforce management; forecasting, scheduling and real time operations management
Training, coaching and development experience required

Responsibilities

Ensuring operations coverage for all shifts
Providing leadership, mentoring, development, and guidance to the team
Monitoring service calls to observe employee professionalism, technical accuracy, and conformity to company policies while tracking trends
Providing ongoing communication and follow-up to ensure representatives are fully informed of all new information
Conducting training to improve key performance indicators (KPIs)
Assisting with contingency plans as needed
Escalating and directing activities during systems problems, emergencies, etc.
Identifying potential problems, troubleshooting, and escalating issues to local and network management
Maintaining professional working relationships with all company employees
Providing updates regarding potential problems or unusual matters of significance
Taking prompt corrective action where necessary or suggesting alternative courses of action
Performing other duties and responsibilities as required