Job Details
** Customer Support Center Team Lead**
** | Call Center, FL, United States**
Posted Date 1/26/2022 Description **Customer Support Center Team Lead**
**POSITION SUMMARY:**
The job of a Call Center Team Leader is a highly focused position to ensure a service-oriented and professional working environment by assisting with supervising the performance of team members. Team Leaders are knowledgeable of the industry and organizational procedures.
**KEY DUTIES AND RESPONSIBILITIES:**
* Assist Care Consultants by answering questions and providing guidance and feedback
* Monitoring daily, weekly, and monthly statistics for Care Consultants assigned to their team
* Completes tasks given to them by the Call Center Assistant Manager or Call Center Manager
* Participates calibration meetings with departments and management regularly
* Schedule 1:1s and team meetings with their assigned care consultants
* Monitor trends and develop strategies to correct negative trends
* Developing solutions to problems that arise within the customer support center
* Working with their direct manager to process all HR related documents, Performance Counsellings, and any related documentation necessary for their team
* Assist with maintaining/improving service levels by taking calls when needed
**SKILLS AND QUALIFICATIONS:**
1+ years of experience in a supervising role
2+ years of contact center experience
Experience with leading cross-functional teams and a demonstrated history of providing solutions to complex problems
Strong Microsoft Office Skills (Word, Excel, PowerPoint, Access) is required
Strong quantitative and analytical skills
Strong attention to detail
**SCHEDULE:**
40+ hours weekly with flexible hours depending on the department needs. Must be available to work occasional evenings, weekends, and holidays.
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United States