Call Center Team Lead
1 month ago
About the Role:
The Call Center Supervisor is a key member of our team, responsible for overseeing the day-to-day operations of our call center. This includes managing a team of helpdesk technicians, providing support to ensure exceptional customer service, and working closely with leadership to develop policies and procedures.
Key Responsibilities:
- Supervise a team of helpdesk technicians and provide guidance to ensure they provide top-notch customer service.
- Monitor and evaluate helpdesk technicians' performance to ensure adherence to department procedures and company policies.
- Establish performance goals and provide coaching and feedback to helpdesk technicians to improve their performance.
- Interview, hire, and schedule new helpdesk technicians to ensure proper staffing levels.
- Schedule staff and track attendance to ensure efficient workflow in the department.
- Handle disciplinary issues in a timely and appropriate manner to ensure adherence to department and company policies.
- Minimum of one year of experience managing a call center.
- Proficiency in MS Word, Excel, and PowerPoint.
- Ability to work independently and as a team member.
- Creative thinking and problem-solving skills.
This role is a hybrid work environment, with the goal of being 100% remote once all new hire training is completed. The call center is open 24/7, and typical work hours will vary to cover shifts. Overtime may be required on an as-needed basis. This position will occasionally require travel to provider sites.
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