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Call Center Team Lead
1 month ago
Call Center Team Lead The Call Center Team Lead is responsible for supervising and guiding a team of call center agents to achieve performance targets and deliver high-quality customer service. This role involves monitoring daily operations, providing training and support, and ensuring that the team meets established performance standards. This is a Contract to Hire opportunity located near Itasca IL. Responsibilities: Oversee the daily activities of the call center team, ensuring adherence to schedules and performance standards. Provide guidance, support, and mentorship to call center agents. Conduct regular team meetings to communicate updates, share best practices, and address any issues or concerns. Monitor and evaluate individual and team performance through call monitoring, performance metrics, and customer feedback. Identify areas for improvement and implement action plans to enhance performance. Conduct performance reviews and provide constructive feedback to team members. Develop and deliver training programs to improve the skills and knowledge of call center agents. Onboard new hires and provide ongoing training to ensure they are equipped to handle customer inquiries effectively. Stay updated on product knowledge, company policies, and industry best practices to ensure accurate and consistent information is provided to customers. Monitor calls for quality assurance and compliance with company policies and procedures. Address customer complaints and escalations, ensuring timely and satisfactory resolution. Implement and maintain quality standards to enhance customer satisfaction. Prepare and present reports on team performance, call metrics, and customer feedback. Analyze data to identify trends, issues, and opportunities for improvement. Provide recommendations to management for process improvements and strategic initiatives. Assist in the development and implementation of call center policies and procedures. Coordinate with other departments to resolve customer issues and improve service delivery. Ensure the call center is equipped with necessary resources and technology to operate efficiently. Qualifications: Bachelor’s degree in Business Administration, Communications, or a related field is preferred. 2-4 years of experience in a call center environment, with at least 1 year in a supervisory or leadership role. Strong knowledge of call center operations, performance metrics, and customer service best practices. Excellent communication, interpersonal, and leadership skills. Ability to motivate and inspire a team to achieve performance goals. Proficiency in call center software and Microsoft Office Suite. Strong problem-solving and conflict-resolution abilities. Ability to work in a fast-paced and dynamic environment. Job Details: Contract to Hire Pay is $20-$24 an hour, depending on experience If you are interested, please apply and submit your resume. Benefits: Benefit offerings include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits, and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria. Pay Details: $20.00 to $24.00 per hour Search managed by: Kim Moeslein Equal Opportunity Employer/Veterans/Disabled To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to Candidate Privacy Information Statement . #J-18808-Ljbffr
