Call Center Team Lead
2 weeks ago
We are seeking a highly skilled and motivated Call Center Team Lead to join our team at Epiphany Management Group. As a Call Center Team Lead, you will be responsible for the day-to-day operations of a team of helpdesk technicians, providing support and guidance to ensure exceptional customer service to callers.
About the Role
This is a full-time position with an estimated annual salary of $60,000 - $80,000, depending on experience. The ideal candidate will have a minimum of one year of experience managing a call center, proficiency in MS Office, and excellent communication skills.
Responsibilities
- Supervise a team of helpdesk technicians and provide support to help them provide exceptional customer service to callers.
- Perform call monitoring and evaluate helpdesk technicians' performance to ensure conformity to department procedures and Company policies.
- Establish performance goals, provide coaching and feedback to helpdesk technicians to improve their performance.
- Interview, hire, coach and schedule new helpdesk technicians to ensure proper staffing levels.
- Schedule staff and track attendance to ensure proper workflow in the department.
Work Environment
This role requires a hybrid work environment, with occasional on-site visits and a goal of being 100% remote once all new hire training is completed.
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