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Contact Center Team Lead

4 months ago

Richmond, United States Insight Business Solutions Inc Full time

Benefits:

401(k)

401(k) matching

Bonus based on performance

Competitive salary

Dental insurance

Flexible schedule

Health insurance

Opportunity for advancement

Paid time off

Parental leave

Training & development

Vision insurance

This position will be remote to start but will move to the physical Contact Center in the fall.

Company Information:

Insight Business Solutions offers business solutions and customer support to franchises and businesses owners. Insight Business Solutions lives by its company values and proudly gives back to the community. We are excited to find the right person for this rewarding and dynamic opportunity

Job Description

Insight Business Solutions seeks a highly motivated Team Lead to supervise and communicate with team members in our full-service contact center. The Team Lead is expected to supervise daily operations and personnel while identifying areas of opportunity for improvement regarding team member performance and department policies & procedures. The team lead will assist in coaching, and leading CSRs as they book clients for our customers, while ensuring that all performance and productivity goals are achieved. Applicants must have an intuitive grasp of contact center software and technology as the Team Lead will be assisting the Contact Center Manager in organizational leadership, identifying trends, establishing contact center goals, and ensuring staff members are achieving desired service levels.

Ideal applicants must be organized, reliable, and results-driven professionals. They must have the ability to solve problems quickly with an ability to see the bigger picture and long-term opportunities for lasting improvements. Prime applicants must also have excellent customer service and communication skills.

Responsibilities

Managing teams of Call Center CSRs for various telephone projects

Lead, manage and motivate Call Center CSRs

Possess solid verbal and written communication skills, presentation skills and a high level of comfort in managing others

Ability to manage and coordinate multiple projects and tasks

Promote a positive work environment, feedback enriched and healthy culture

Must be self-motivated and resourceful, requiring minimal supervision

Ability to quickly adjust to changing work demands and client requirements

Strong organizational and time-management skills, including attention to detail

Ability to work in a fast paced environment, prioritize multiple tasks and consistently meet deadlines

Must be a team player and understand the Departmental Goals

Assist in implementing and supervising contact center best practices, projects, and processes

Lead, manage, and motivate Customer Service Representatives

Ability to manage and coordinate multiple projects and tasks

Promote a positive work environment, feedback enriched and healthy culture

Must be self-motivated and resourceful, requiring minimal supervision

Ability to quickly adjust to changing work demands and client requirements

Strong organizational and time-management skills, including attention to detail

Ability to work in a fast-paced environment, prioritize multiple tasks and consistently meet deadlines

Must be a team player and understand the Departmental Goals

Meet quality assurance standards as applicable

Perform administrative functions

Work with confidential customer information and treat it sensitively

Appropriately communicate with customers, co-workers, and franchise owners

Maximize the productivity of resources (people, technology etc.)

Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)

Monitor and manage telecom systems

Deliver performance evaluations for agents (accuracy, call-waiting time etc.

Requirements

Customer Service oriented background with proven experience as a Contact Center/Call Center Team Lead or similar position

Outgoing, positive, and fun personality with the desire to go the extra mile to ensure our personnel and customers have a wonderful experience

Knowledge of performance evaluation and customer service metrics

Solid understanding of reporting procedures

Proficient in MS Office and Contact Center/ Call Center equipment/software programs

Available to work weekends

Shifts may vary for each position offering, depending on business need

Education:

High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated

Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

Experience:

2+ Years in Contact Center/ Call Center

1+ Years in Management

Job Type: Full-time

Hourly Wage: $17.50+ depending on experience

This job description is not intended to be all-inclusive and the employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required. The business reserves the right to revise or change duties as the need arises.

This is a remote position.