Customer Service Team Lead

North End Teleservices, LLC•Omaha, NE

About The Position

The team lead position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees. This includes motivating, recognizing and rewarding, coaching, counseling, training, and problem-solving. Additionally, the position is responsible for assisting the manager with the development, analysis, and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.

Requirements

Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers.
Knowledge of contact center technology.
Excellent leadership and organizational skills.
Excellent performance management skills.
Strong problem solving and analysis capability.
Excellent command of the English language, good use of grammar skills.
High school diploma or equivalent
Must be able to pass English grammar and sentence structure competency
Contact/Call Center experience
Regular attendance and punctuality are vital attributes for all employees and critical for our staff as we are the role models for our organization and future leaders.

Responsibilities

Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner.
Provides continual evaluation of processes and procedures, and suggests methods to improve area operations, efficiency, and service to both internal and external customers.
Maintains and manages daily operations reports.
Provides statistical and performance feedback and coaching on a regular basis to each team member.
Is available for employees who experience work and/or personal problems, providing appropriate coaching, counseling, direction, and resolution.
Ensures employees have appropriate training and other resources to perform their jobs.
Responds to and resolves employee relations issues expressed by team members.
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
Addresses disciplinary and/or performance problems according to company policy.
Assists the supervisor/manager with daily operations of the call center, including the development, analysis, and implementation of staffing, training, production, scheduling, and reward/recognition programs.
Works as a member/leader of special or ongoing projects that are important to area/process improvement.
Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
Establishes work procedures and processes that support the company and departmental standards, procedures, and strategic directives.
Uses appropriate judgment in upward communication regarding department or employee concerns.