Intake Specialist Team Lead Position

North End Teleservices • Omaha, NE

394d

About The Position

The Intake Specialist Team Lead position is responsible for managing a team of employees to ensure high-quality customer service in a call center environment. This role involves hiring, training, motivating, and providing support to team members while also assisting management with operational improvements and program implementations.

Requirements

• Excellent written, verbal, and interpersonal communication skills.
• Knowledge of contact center technology.
• Strong leadership and organizational skills.
• Proficient performance management skills.
• Strong problem-solving and analytical capabilities.
• Excellent command of the English language and grammar skills.
• High school diploma or general education diploma; some college is desirable.
• Ability to pass English grammar and sentence structure competency.

Nice To Haves

• Experience in a contact or call center environment.

Responsibilities

• Provide daily direction and communication to employees for timely and efficient customer service.
• Evaluate processes and suggest improvements for operations and service efficiency.
• Maintain and manage daily Operations Reports.
• Provide statistical and performance feedback and coaching to team members.
• Support employees with work and personal problems through coaching and counseling.
• Ensure employees receive appropriate training and resources for their roles.
• Resolve employee relations issues expressed by team members.
• Create and maintain a high-quality work environment to motivate team members.
• Address disciplinary and performance issues according to company policy.
• Assist management with staffing, training, production, scheduling, and recognition programs.
• Lead special projects for area/process improvement.
• Establish work procedures that align with company standards and strategic directives.
• Communicate department or employee concerns appropriately.

Benefits

• Comprehensive benefits package.
• Compensation commensurate with skills and experience.

What This Job Offers

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