Contact Center Team Lead

4 weeks ago


Tampa, United States Leading Edge Connections Full time

Job description - This is a Remote Position

Leading Edge Connections is seeking an experienced and passionate Contact Center Customer Experience Supervisor to join our team as a remote call center team lead. As a supervisor for our fully remote team, you will play a vital role in ensuring exceptional customer experiences and driving the success of our contact center operations. If you have a minimum of 5 years of contact center experience, including at least 3 years in a leadership role, we want to hear from you Responsibilities: · Leadership: Provide strong and effective leadership to a fully remote team of customer service representatives, fostering a positive and collaborative work environment. Set clear performance expectations, coach team members for success, and conduct regular performance evaluations. · Customer Experience Management: Oversee and ensure the delivery of outstanding customer experiences by monitoring and analyzing key performance indicators (KPIs) and quality metrics. Implement strategies to enhance customer satisfaction and loyalty, proactively address customer concerns and escalations, and identify opportunities for process improvements. · Team Development: Develop and nurture the skills and talents of your team through comprehensive training programs and ongoing coaching and mentorship. Encourage a culture of continuous learning, provide feedback and recognition, and promote career growth and professional development opportunities. · Operational Excellence: Optimize contact center operations by implementing effective processes, workflows, and technologies. Collaborate with cross-functional teams to streamline operations, improve efficiency, and achieve service level targets. Ensure adherence to industry best practices and compliance with relevant regulations. · Performance Management: Set team goals and objectives aligned with organizational objectives. Monitor team performance, identify performance gaps, and develop action plans to drive continuous improvement. Conduct regular team meetings, performance evaluations, and one-on-one coaching sessions to address individual and team performance. · Reporting and Analysis: Generate and analyze reports on team performance, customer satisfaction, and operational metrics. Use data-driven insights to identify trends, areas for improvement, and opportunities to enhance the overall customer experience. Present findings and recommendations to senior management. · Collaboration: Collaborate closely with stakeholders across the organization, including other departments and senior leadership, to align customer service goals with overall business objectives. Foster strong working relationships, contribute to cross-functional initiatives, and actively participate in meetings and project teams. Requirements: · Must have own equipment. Must have a computer (NO Mac, Chromebooks, or tablets allowed), USB headset, Windows 10 or above. Minimum of 5 years of experience in a contact center or customer service environment. · At least 3 years of leadership or supervisory experience, preferably in a remote work setting. · Demonstrated expertise in driving exceptional customer experiences and achieving customer satisfaction goals. · In-depth knowledge of contact center operations, including KPIs, quality assurance, workforce management, and performance metrics. · Strong understanding of customer service principles and best practices. · Excellent communication and interpersonal skills, with the ability to effectively lead and motivate a remote team. · Proficient in using contact center technology platforms, remote team management tools, and reporting systems. · Analytical mindset with the ability to leverage data to make informed decisions and drive performance improvements. · Strong problem-solving abilities and a proactive approach to identifying and resolving operational issues. · Flexibility to work various shifts as needed to support a global customer base. If you are a results-driven leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Join our team and play a key role in shaping the success of our contact center operations while leading a high-performing remote team. Job Type: Full-time Salary: $16.00 - $18.00 per hour Schedule: 8 hour shift Monday to Friday Weekend availability Experience: Leadership: 2 years (Required) Work Location: Remote

#J-18808-Ljbffr



  • Tampa, United States Johnson & Johnson Full time

    Johnson & Johnson is recruiting for a Payroll Contact Center Representative within the Johnson & Johnson Global Services Organization. This position will be based in Tampa, Florida. If you have the talent and desire to touch the world, Johnson & Johnson has the career opportunities to help make it happen. There are more than 2,000 employees in Human...


  • Tampa, United States TruGreen Limited Partnership Full time

    100924 6302 E Dr Martin Luther King Jr Blvd, Tampa, Florida 33619 TruGreen is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make TruGreen an employer of choice and "a great...


  • Tampa, United States VSP Retail, Inc. Full time

    This is a Job Description for a Patient Contact Center Representative in Tampa, FL. Summary: The primary function of this role is answering all patient calls, listening to their concerns, and assisting and scheduling patient appointments. Duties and Responsibilities: Manage large amounts of inbound calls in a timely manner. Follow company call guidelines...


  • Tampa, United States Epiq Systems, Inc. Full time

    It's fun to work at a company where people truly believe in what they are doing! **Job Description**: Job Summary: Contact Center Help Desk Representative is responsible for fielding calls that escalate beyond contact center agents. The role is accountable for taking ownership of complex inquiries and seeing through their resolution via escalation utility...


  • Tampa, United States Wipro Full time

    We are continuing to grow! Wipro is seeking individuals who combine excellent IVR skills and problem-solving skills with the ability to function effectively both as part of a team or on an individual basis to bring their talent to our team. Wipro is a leading global IT Solutions and Services company with over 200,000 dedicated employees serving clients...

  • Contact Center Agent

    2 weeks ago


    Tampa, United States Tampa Bay FCU Full time

    As a Contact Center Agent, you will perform duties in a call center environment by providing professional customer support to our members and potential members via incoming/outgoing calls, fax, email, and written correspondence. Support a sales and service environment in conjunction with the Credit Unions values and goals. Perform a variety of Call Center...


  • Tampa, United States Tampa Bay FCU Full time

    As a Contact Center Agent, you will perform duties in a call center environment by providing professional customer support to our members and potential members via incoming/outgoing calls, fax, email, and written correspondence. Support a sales and service environment in conjunction with the Credit Unions values and goals. Perform a variety of Call Center...


  • Tampa, United States VSP Vision Full time

    Eye Doctor's Optical Outlets, a VSP Vision company, has been supporting the eye health of the central Florida community for more than 35 years. Our team is collectively dedicated to providing our patients with the highest level of customer service and quality eyewear at an affordable price. Offering a fun and inclusive work environment, you'll know that...


  • Tampa, United States VSP Vision Full time

    Eye Doctor's Optical Outlets, a VSP Vision company, has been supporting the eye health of the central Florida community for more than 35 years. Our team is collectively dedicated to providing our patients with the highest level of customer service and quality eyewear at an affordable price. Offering a fun and inclusive work environment, you'll know that...


  • Tampa, United States VSP Global Full time

    Eye Doctor's Optical Outlets, a VSP Vision company, has been supporting the eye health of the central Florida community for more than 35 years. Our team is collectively dedicated to providing our patients with the highest level of customer service and quality eyewear at an affordable price. Offering a fun and inclusive work environment, you'll know that...


  • Tampa, United States VSP Vision Full time

    Eye Doctor's Optical Outlets, a VSP Vision company, has been supporting the eye health of the central Florida community for more than 35 years. Our team is collectively dedicated to providing our patients with the highest level of customer service and quality eyewear at an affordable price. Offering a fun and inclusive work environment, you'll know that...


  • Tampa, United States VSP Global Full time

    Eye Doctor's Optical Outlets, a VSP Vision company, has been supporting the eye health of the central Florida community for more than 35 years. Our team is collectively dedicated to providing our patients with the highest level of customer service and quality eyewear at an affordable price. Offering a fun and inclusive work environment, you'll know that...


  • Tampa, United States VSP Vision Full time

    Eye Doctor's Optical Outlets, a VSP Vision company, has been supporting the eye health of the central Florida community for more than 35 years. Our team is collectively dedicated to providing our patients with the highest level of customer service and quality eyewear at an affordable price. Offering a fun and inclusive work environment, you'll know that...


  • Tampa, United States VSP Vision Full time

    Eye Doctor's Optical Outlets, a VSP Vision company, has been supporting the eye health of the central Florida community for more than 35 years. Our team is collectively dedicated to providing our patients with the highest level of customer service and quality eyewear at an affordable price. Offering a fun and inclusive work environment, you'll know that...


  • Tampa, United States EPIQ Systems Full time

    Contact Center Help Desk Representative is responsible for fielding calls that escalate beyond contact center agents. The role is accountable for taking ownership of complex inquiries and seeing through their resolution via escalation utility SharePo Help Desk, Help, Representative, Technology, Retail

  • Claims Service Rep

    1 week ago


    Tampa, United States Slide Full time

    Slide is a cutting-edge Tampa based Technology Enabled Insurance company who is disrupting the industry! To revolutionize all facets of property insurance, we need to do things differently. Therefore, certain traits are required of Sliders in order to be successful in our fast-paced environment. Being able to contribute innovative solutions (Best Idea...

  • Claims Service Rep

    2 weeks ago


    Tampa, United States Slide Insurance LLC Full time

    **_Slide is a_**_ cutting-edge Tampa based Technology Enabled Insurance company who is disrupting the industry!_** To revolutionize all facets of property insurance, we need to do things differently. Therefore, certain traits are required of Sliders in order to be successful in our fast-paced environment. Being able to contribute innovative solutions (Best...

  • Claims Service Rep

    2 weeks ago


    Tampa, United States Slide Full time

    Job DescriptionJob DescriptionSlide is a cutting-edge Tampa based Technology Enabled Insurance company who is disrupting the industry!To revolutionize all facets of property insurance, we need to do things differently. Therefore, certain traits are required of Sliders in order to be successful in our fast-paced environment. Being able to contribute...

  • Claims Service Rep

    1 week ago


    Tampa, United States Slide Full time

    Job DescriptionJob DescriptionSlide is a cutting-edge Tampa based Technology Enabled Insurance company who is disrupting the industry!To revolutionize all facets of property insurance, we need to do things differently. Therefore, certain traits are required of Sliders in order to be successful in our fast-paced environment. Being able to contribute...


  • Tampa, United States ValorVIP Full time

    POSITION OVERVIEWBILINGUAL CONTACT CENTER REPRESENTATIVE SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS We are looking for bilingual contact center representatives to support inbound and outbound customer service and sales projects for a wide variety of clients. You will be responsible for answering inbound and outbound calls, handling customer questions...