Senior Contact Center Team Lead

Agilant Solutions Inc • Naperville, IL

79d • $20 - $23

About The Position

We are seeking an experienced Senior Contact Center Team Lead to supervise daily operations and personnel to create maximum efficiency and cost-effectiveness. The ideal candidate for the Senior Contact Center Team Lead is organized, dependable and is a purposeful professional with impeccable time management skills. They must be adept in assisting retail associates experiencing any procedural or operational difficulties using our proprietary IT applications. Furthermore, they must be familiar with a retailer’s standard operating procedure and assist in the training of store associates. As our Senior Contact Center Team Lead, you must also have excellent customer service and communication skills. They must set the standard for customer service and ensure all analysts are striving toward improving service and customer support. They should achieve this by developing, implementing, and maintaining effective internal and external Quality Assurance (QA) programs which foster continuous improvement and exceed Service Level Agreement (SLA) performance. They will also work closely with internal IT to maximize all call center systems.

Requirements

• Some call center experience required; we will provide training for the selected applicant.
• Demonstrated competence to assess priorities and manage a variety of activities in a time-sensitive environment and to meet deadlines with diligence and quality collaborative, with strong focus on teamwork.
• Excellent organizational and leadership skills with a problem-solving ability.
• Computer skills in Microsoft Office.
• Excellent people skills.
• Demonstrated maturity and judgment.
• Must be able to learn and support new and quickly changing technologies.
• Ability to research solutions or information regarding technical issues.
• This position requires handling confidential information in an appropriate manner.

Responsibilities

• Create and implement call center strategies and operations; improve systems and processes as well as managing call center staff to ensure maximum efficiency and productivity to provide the best possible customer service.
• Address and resolve complex issues escalated by call center representatives.
• Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Identify and evaluate state-of-the-art technologies; contribute information and analysis to organizational strategic plans and reviews.
• Collaborate with IT support staff to minimize operational impact of technical issues.
• Maintain up-to-date listings of call center staffing rosters, and queue assignments, to meet all reporting requirements.
• Delegate tasks and set deadlines for analysts.
• Ensure analysts comply with company rules and procedures.
• Listen to team members’ feedback and resolve any issues or conflicts.
• Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans.
• Complete system audits and analyses; manage system and process improvement and quality assurance programs.
• Prepare and present call operation reports to upper management by collecting, analyzing, and summarizing data and trends.
• Responsible for training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; and communicating job expectations.

Benefits

• $20-23 an hour based on experience and qualifications.
• Health, Dental, and Vision Insurance.
• 401(k) retirement plan.
• Life Insurance.
• 16 days of PTO and 10 Paid Holidays.
• Lunch is provided every Friday.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level