Onsite Call Center agent - Team Lead
About The Position
The Onsite Call Center Agent - Team Lead plays a pivotal role in ensuring the efficient operation of the call center within the administrative and support services sector. This position is responsible for leading a team of call center agents to deliver exceptional customer service, manage daily workflows, and meet performance targets. The Team Lead will act as a liaison between management and frontline staff, facilitating communication and fostering a collaborative work environment. They will also be instrumental in training, coaching, and motivating team members to enhance their skills and productivity. Ultimately, this role aims to optimize call center operations to support organizational goals and improve customer satisfaction across the United States.
Requirements
- High school diploma or equivalent required; associate or bachelor’s degree preferred.
- Minimum of 2 years' experience in a call center environment, with at least 1 year in a supervisory or team lead role.
- Strong knowledge of call center operations and customer service best practices.
- Proficiency with call center software, CRM systems, and Microsoft Office Suite.
- Excellent communication and interpersonal skills.
Nice To Haves
- Experience in the administrative and support services industry or related sectors.
- Medical industry experience preferred
- Familiarity with workforce management tools and performance analytics.
- Certification in customer service or call center management.
- Demonstrated ability to lead diverse teams and manage conflict effectively.
Responsibilities
- Supervise and support a team of call center agents to ensure adherence to company policies and quality standards.
- Monitor daily call center activities, including call volume, response times, and resolution rates, to meet or exceed performance metrics.
- Provide ongoing training, coaching, and feedback to team members to improve customer service skills and operational efficiency.
- Serve as the primary point of contact for escalated customer issues and work collaboratively to resolve complex inquiries.
- Coordinate with management to implement process improvements and communicate updates or changes to the team.
- Prepare and analyze performance reports to identify trends and recommend actionable solutions.
- Maintain a positive and productive work environment that encourages teamwork and professional development.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
251-500 employees
