Contact Center Team Lead

3 weeks ago


Bradenton, Florida, United States United Placement Group Full time
Key Responsibilities
  • Hiring, Training, Coaching, and Leading: Recruit, onboard, train, and mentor call center staff to ensure they excel in customer outreach.
  • Customer Interaction: Handle escalated customer inquiries, guide employees through difficult calls or issues, and effectively diffuse angry customers.
  • Issue Resolution: Manage and resolve complex issues that cannot be resolved by call center representatives.
  • Performance Management: Oversee the call center team to achieve both quantitative and qualitative objectives.
  • Strategic Planning: Assign call center/field representative relationships for daily outreach strategy, working closely with cross-functional teams.


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