Inbound Team Lead - Ken Garff Listening Center

Ken Garff•Draper, UT

7d•Onsite

About The Position

The Ken Garff Listening Center is seeking a customer-focused and motivated Inbound Team Lead to join our team. At the Listening Center, we believe in creating a supportive, engaging workplace where employees feel valued and have opportunities to grow. The Inbound Team Lead plays an important leadership role by coaching, developing, and supporting our agents as they deliver a world-class customer experience. The ideal candidate is a confident communicator, an attentive listener, and a detail-oriented leader who enjoys helping others succeed.

Requirements

Must be at least 18 years old and authorized to work in the United States.
High school diploma or GED required.
At least two years of call center or customer service experience required.
At least two years of leadership, management, or supervisory experience in a customer service environment required.
Demonstrated experience coaching, developing, and motivating employees.
Strong verbal and written communication skills.
Ability to provide clear, constructive, and timely feedback.
Strong judgment and demonstrated ability to maintain confidentiality.
Excellent attention to detail, organization, and time-management skills.
Ability to manage multiple priorities in a fast-paced environment.
Ability to consistently follow and reinforce company policies, procedures, and performance expectations.
Intermediate computer and technical skills, including proficiency with Microsoft Office applications and the ability to navigate multiple systems efficiently.
Ability to build effective working relationships with employees and leaders at all levels of the organization.
Professional appearance, communication style, and workplace demeanor.
Valid in-state driver’s license.

Nice To Haves

Associate degree or an equivalent combination of education and experience preferred.

Responsibilities

Lead and support a team of approximately 12–18 contact center agents.
Inspire and motivate team members to perform at their highest level while providing timely, efficient, knowledgeable, and professional customer service.
Provide ongoing coaching, training, feedback, and product information to contact center agents.
Monitor live calls, review recorded calls, and analyze performance and production reports to identify coaching opportunities and improve agent performance.
Establish clear performance expectations and hold team members accountable for meeting attendance, quality, productivity, and customer service standards.
Conduct regular one-on-one coaching sessions, team meetings, and performance discussions.
Lead positive and engaging team meetings to communicate company and client updates, recognize accomplishments, review performance results, and encourage collaboration.
Complete annual performance reviews for direct reports.
Address employee performance and conduct concerns and issue corrective action when appropriate.
Review and approve employee timecards and ensure timekeeping records are complete and accurate.
Manage time-off requests and review schedules created by the Workforce Management team to ensure appropriate staffing and business coverage.
Monitor attendance and ensure attendance policies and procedures are applied consistently.
Participate in the interviewing, selection, hiring, and onboarding of new employees.
Maintain current knowledge of company systems, applications, policies, procedures, products, and client requirements.
Respond appropriately and empathetically when employees experience work-related or personal concerns, providing coaching, direction, and available resources.
Exercise sound judgment when escalating employee concerns or sharing information with Contact Center leadership or Human Resources.
Assist with customer escalations and provide timely, professional resolutions.
Answer customer calls during periods of high call volume or as directed by Operations leadership.
Ensure work is performed in accordance with company policies, client requirements, and applicable local, state, and federal laws and regulations.
Maintain the confidentiality of employee, customer, and company information.
Perform additional responsibilities as assigned by management.