Onsite -call Center Team Lead-multiple Openings
2 months ago
Job Overview:
We are seeking a highly motivated and experienced Call Center Team Lead to join our 24/7 Call Center Team. As a Call Center Team Lead, you will be responsible for overseeing the daily operations of the call center and ensuring that team members meet their performance goals. This is a leadership role that requires excellent communication, negotiation, and analytical skills.
**This is an onsite position in Boston MA** **Temp to Hire**
Shift 1: Sunday-Thursday 2:30pm-11pm
Shift 2: Tues-Saturday 2:30pm-11pm
Shift 3: Saturday, Sunday and Monday 1pm-11pm
**All three shifts require 2-3 weeks of training between 10:30am-7pm**
**Responsibilities**:
- Manage and lead a team of call center representatives
- Monitor team performance and provide coaching and feedback to improve productivity and customer service
- Develop and implement strategies to meet or exceed performance targets
- Analyze call center data to identify trends and areas for improvement
- Collaborate with other departments to resolve customer issues and ensure a seamless customer experience
- Conduct regular team meetings to communicate updates, goals, and expectations
- Assist in recruiting, training, and onboarding new team members
- Handle escalated customer inquiries or complaints as needed
**Requirements**:
- Previous experience in a call center or customer service environment
- Strong leadership skills with the ability to motivate and inspire a team
- Excellent communication skills, both written and verbal
- Proficient in English; multilingual skills, particularly in Spanish, are a plus
- Ability to analyze data and make informed decisions based on findings
- Strong project management skills with the ability to prioritize tasks and meet deadlines
- Exceptional customer service skills with the ability to handle difficult situations professionally
**Job Types**: Full-time, Contract
Pay: $28.00 - $30.00 per hour
Application Question(s):
- Please indicate which shift you are interested in?
Shift 1: Sunday-Thursday 2:30pm-11pm
Shift 2: Tues-Saturday 2:30pm-11pm
Shift 3: Saturday, Sunday and Monday 1pm-11pm
- If presented with an opportunity are you able to commit to 2-3 weeks of training 10:30am-7pm M-F.
**Experience**:
- Call Center Leadership: 3 years (required)
- supervisory: 3 years (required)
Ability to Commute:
- Boston, MA 02215 (required)
Work Location: In person
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