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Call Center Team Lead

5 months ago

Boston, United States MSI Full time

Job Summary:
We are seeking a dynamic and experienced individual to join our team as a Second Shift Call Center Team Lead. In this role, you will be responsible for overseeing the daily operations of our call center during the second shift, ensuring that team members meet performance targets and deliver exceptional customer service.

Shift: Contract to hire positions - ONSITE

**Sunday-Thursday 2:30pm-11pm**

**Tuesday-Saturday 2:30pm-11pm**

**Pay: $24.00-$30.00 Depending on experience**

Key Responsibilities:

- Supervise and support a team of call center representatives during the second shift.
- Monitor team performance metrics, including call quality, average handling time, and customer satisfaction scores.
- Provide coaching and feedback to team members to enhance their skills and performance.
- Handle escalated customer inquiries and resolve issues efficiently.
- Collaborate with other team leads and management to implement process improvements and achieve departmental goals.
- Maintain a positive and motivating work environment to encourage team morale and productivity.
- Assist in training new hires and ongoing training for existing team members.

Qualifications:

- Previous experience in a call center environment, with at least 1-2 years in a leadership or supervisory role.
- Familiarity with medical terminology is highly preferred
- Strong communication and interpersonal skills.
- Ability to multitask and prioritize tasks in a fast-paced environment.
- Proven track record of meeting or exceeding performance targets.
- Flexibility to work during second shift hours, including evenings, weekends and some holidays.

**Job Types**: Full-time, Contract

Pay: $24.00 - $30.00 per hour

Application Question(s):

- This position is an ONSITE position located in Boston MA. If presented with an opportunity can you commit to working onsite?
- Which shift were you interested in, Sunday-Thursday 2:30pm-11pm or Tuesday-Saturday 2:30pm-11pm?
- Initial training for this position will be between the hours of 10:30am-7ppm for 2-3 weeks. Can you commit to this, if presented with an opportunity?

**Experience**:

- supervisory: 3 years (required)

Ability to Relocate:

- Boston, MA 02215: Relocate before starting work (required)

Work Location: In person