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Team Leader

4 months ago

Orlando, United States Everise Full time

The Team Leader is responsible for the daily supervision and management of a team of associates. The Team Leader’s primary role is that of coach and teacher to ensure that the agent meets or exceeds the standards set forth by Everise and the client.

**Must be located in or willing to travel to the site location of 8517 South Park Circle, Suite 140, Orlando, Florida 32819.**

**Job Requirements**
- Monitor, track and evaluate associate performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to associate to ensure all goals are met and Everise standards are adhered to
- Be the constant presence on the production floor and actively interact with associates to ensure that they are engaged in productive work and systems are functioning properly
- Ensure that underperforming associates meet client expectations through the creation and implementation of written action plans
- Resolve customer escalations
- Responsible for communication between contact center management, client and associate
- Participate in associate selection and interviewing process
- Provide on-the-job or up-training as necessary to enable associates to meet Everise and client expectations Qualifications:

- Bachelor’s degree in related field from a four-year college or university or 1 year experience in customer service or sales or equivalent combination of education and experience
- Previous call center experience preferred
- Prior supervisory or leadership experience preferred
- Proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint and Outlook Excellent oral and written communication skills
- Strong organizational and interpersonal skills

**Qualifications**:

- High School Diploma or equivalent
- Ability to pass a background check and drug screen
- Demonstrated empathy with respect to treating and caring for customers
- Consulting Skills
- Conflict Resolution/Negotiation Skills
- Strong decision making and analytical abilities
- Ability to identify customer needs and clearly articulate products and services
- Highly developed sense of integrity and commitment to customer satisfaction
- Meet all attendance and dependability requirements
- Be a team player

**Equipment Requirements**:
All equipment will be supplied onsite.

Pay: $18.00 - $20.00 per hour

Expected hours: 40 per week

**Benefits**:

- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance

Schedule:

- 8 hour shift

**Education**:

- High school or equivalent (required)

**Experience**:

- Customer service: 1 year (required)
- Call center: 1 year (preferred)
- Supervising: 1 year (required)

Ability to Commute:

- Orlando, FL 32819 (required)

Work Location: In person