Call center team lead

4 weeks ago

Scottsdale, United States Randstad Full time

Randstad, in partnership with our client, an industry leader in Financial Services, is seeking a Call Center Team Lead in the Scottsdale, AZ office.

Contract Length: initial contract length of 6-7 months (start date ideally late September, early October)

Location: Scottsdale, AZ (Hybrid work schedule)

Pay Rate: $31-42/hr. DOE

Ideal candidates will have experience in:

  • Leading and supporting call center teams of 10+ agents in previous roles (Financial Call Center Supervisor/Lead experience preferred).
  • Establishing a compelling vision and accountability to drive superior client outcomes.
  • Analyzing data and taking action on identified problems.
  • Balancing multiple priorities through judgment and time management skills.
  • A desire to continuously improve the digital experience for millions of retail clients.


salary: $31 - $42 per hour
shift: First
work hours: 9:30 AM - 6:30 PM
education: High School

Responsibilities

You will evaluate, coach, and lead a team of Client Relationship Associates (Call Center) who interact with clients for account inquiries and to conduct account maintenance transactions. Responsibilities include setting performance standards, reviewing performance, and making informed compensation decisions in accordance with all applicable Human Resources policies and procedures.

You will remain available to the team throughout the day, conducting and leading daily meetings focused on the previous day's performance, daily goals, and targeted areas for improvement. Managing team performance is key, and you will leverage LEAN tools to drive results and actively engage in problem-solving to enhance the client and team experience.

Your role will also involve continuously improving the team's lean maturity by utilizing New Ways of Working (NWOW) tools and the Management System. Collaboration is essential, as you will work with other Team Leaders to evaluate broader department goals, share best practices, and collaborate on problem-solving efforts.

You will also ensure agent availability for client calls and that operational targets are met by working closely with peers and the broader leadership team.

Skills Team Leadership (3 years of experience is required) Call Center Leadership (3 years of experience is required) Financial Services (3 years of experience is preferred) CRM (3 years of experience is required) Client Relations (3 years of experience is required) Driving Results Analytical Thinking Coaching and Mentoring (3 years of experience is preferred) Team Performance (3 years of experience is required)
Qualifications Years of experience: 3 years Experience level: Experienced
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

This posting is open for thirty (30) days.

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