Contact Center Leadership Role

9 hours ago


Memphis, Tennessee, United States ImageNetLLC Full time
Job Description

We are seeking a highly motivated and experienced Contact Center Team Lead to manage and guide a team of contact center agents. This leadership role involves direct supervision of 10-50 team members, driving performance, ensuring operational excellence, and fostering a positive, collaborative team environment.

About the Position
The ideal candidate will have proven leadership experience, including managing, coaching, and developing a team. They should possess excellent attendance record, strong motivational and communication skills with a positive attitude, and be able to manage multiple responsibilities and take initiative without being asked. The candidate will monitor team performance and address any performance-related issues, conduct training sessions to develop team skills and knowledge, enforce disciplinary action when necessary, and ensure adherence to company policies.

Key Responsibilities
Supervise and manage a team of contact center agents, providing regular coaching and feedback. Monitor team performance and address any performance-related issues. Conduct training sessions to develop team skills and knowledge. Enforce disciplinary action when necessary and ensure adherence to company policies, including PTO and attendance. Oversee time tracking for team members, including timecard management and approval. Analyze KPIs, such as quality, production, and attendance, and implement strategies for improvement. Conduct regular performance reviews and set actionable goals for team members. Prepare and present detailed business reviews using accurate data, client feedback, and operational metrics. Identify process inefficiencies and implement improvements. Collaborate with other departments to resolve operational or technical issues. Coordinate with IT support to resolve technical issues for the team. Recognize and reward team members for outstanding performance and contributions. Address and resolve team conflicts and maintain a positive team dynamic. Maintain open communication with clients and internal leadership, escalating any client concerns as needed.

What We Offer
As a valued member of our team, you will receive a competitive salary of $52,000 per year, based on a 40-hour workweek. You will also enjoy benefits such as health insurance, paid time off, and opportunities for professional growth and development. Our remote work option allows you to work from the comfort of your own home or office, enjoying flexibility and work-life balance.
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