Team Lead - Contact Center

Ancora Education•Arlington, TX

1d•Remote

About The Position

The Contact Center Team Lead is a remote support position focused on the successful operation and performance of the Contact Center team. This role maintains a comprehensive knowledge base of all Ancora's brands, products, and processes, and continually updates relevant resources to effectively support staff and customers across all communication channels. The Team Lead provides omnichannel coverage and support across platforms (including phone, email, chat, text, and social media). Their primary focus is on people support through consistent coaching and training to ensure continuous staff development, while also conducting detailed performance reporting and analysis. Furthermore, they are responsible for operational integrity by monitoring team coverage and expertly handling customer escalations. The Team Lead fosters development, growth, involvement, and recognition of employees, adhering to sound principles and maintaining an environment that is conducive to quality production, positive thinking, and expansion.

Requirements

HIGH SCHOOL DIPLOMA OR EQUIVALENT
EXPERIENCE WORKING WITH CUSTOMERS

Nice To Haves

ASSOCIATE’S DEGREE
1-3 YEARS OF EXPERIENCE IN CUSTOMER SERVICE OR A CONTACT CENTER.

Responsibilities

Interfaces with Contact Center Representatives
Conducts Quality Assurance (QA) checks and real-time monitoring to evaluate staff performance.
Communicates daily and weekly performance updates and operational changes to the team.
Monitors and responds to team communications to guarantee timely resolution of questions and concerns.
Delivers timely and constructive feedback through verbal and written coaching conversations.
Monitors and tracks team performance against established key metrics, including schedule adherence.
Maintains and verifies the accuracy of all team resources and tools.
Performs other duties as assigned.
Interfaces with Customers and Staff
Responds to customer requests with a high level of quality and compassion through all omni-channel platforms (including phone, live chat, text, email, and social media).
Completes transactions and enters data accurately into the system.
Documents details of all interactions with customers and actions taken to maintain appropriate data.
Schedules appointments for Admissions representatives to meet with prospective students to tour the campus and provide career information.
Assists students with resetting passwords via an internal tool.
Assesses customers’ needs to recommend appropriate actions and next steps.
Interfaces with the Contact Center leadership, Admissions staff, peers, co-workers, students, and prospective students.