Team Lead - Call Center

Independent Living Systems • Miami, FL, US, FL

1d

About The Position

The Team Lead - Call Center will be responsible for managing a team of contact center agents to ensure that our members receive the highest level of service. The Team Lead - Call Center will be expected to lead by example, providing guidance and support to your team while also handling escalated customer inquiries. The Team Lead - Call Center ultimate goal will be to ensure that our members are satisfied with our services and that our team is meeting performance targets.

Requirements

• High school diploma or equivalent required
• 2 years of experience in a contact center environment
• Excellent communication and interpersonal skills
• Strong problem-solving and decision-making abilities
• Proven ability to lead complex teams in a fast-paced environment.

Nice To Haves

• associate degree or higher preferred
• Experience with healthcare or social assistance industries
• Experience with contact center software and technology
• Experience with performance metrics and reporting

Responsibilities

• Demonstrate commitment to Our Mission and models ILS Experience Standards of Excellence.
• Support a team of contact center agents, providing guidance and assistance as needed.
• Monitor team quality and performance and provide regular feedback to team members.
• Handle escalated member inquiries and complaints, ensuring that they are resolved in a timely and satisfactory manner; answering emails within 24 hours.
• Develop and implement initiatives to improve team performance and member satisfaction.
• Collaborate with various departments to ensure that member needs are being met.
• Handle incoming calls and achieve First Call Resolution (FCR) standards for interactions.
• Maintain established standards for schedule adherence, attendance, quality, member satisfaction, and performance (including average handle time and after call work time).
• Perform other duties as assigned.

What This Job Offers

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