Operations Team Leader

Answering Service Care•Robbinsville, NJ

1d•Onsite

About The Position

As a call center Operations Team Leader, you’ll be a key player in ensuring our team thrives and delivers exceptional service. You’ll lead by example, handle sensitive information with care, and uphold high professional standards, driving the success of our organization.

Requirements

Empathy: Display a friendly, caring, and understanding attitude with customers and team members.
Engagement: Maintain an energetic and positive demeanor to foster collaboration and productivity.
Problem-Solving: Tackle challenges with a proactive and solutions-oriented mindset.
Attention to Detail: Stay organized and maintain high standards for accuracy in all tasks.
Dependability: Exhibit reliability with strong attendance, punctuality, and flexibility (including weekend shifts).
Accountability: Set the standard for professionalism by holding yourself and your team accountable.
Self-Motivation: Stay driven to achieve company goals, particularly in service quality and operational efficiency.
Team Player: Collaborate effectively, contributing to a supportive and positive work culture.
Confidence and Creativity: Approach opportunities confidently and creatively to solve problems and inspire others.

Responsibilities

Oversee and Support Agents: Manage the floor, ensuring agents meet quality standards and feel empowered to succeed.
Resolve Problems: Provide guidance to agents in handling challenges, errors, and complaints during customer interactions.
Assist HR: Support the Human Resources team by facilitating walk-in applicants and onboarding processes when needed.
Monitor Quality: Assist in maintaining high-quality service by monitoring agents’ performance and providing constructive feedback.
Reporting: To track performance and results, prepare and manage reports using database tools and word-processing software.