Call Center Team Lead

22 hours ago


Akron, Ohio, United States Epiphany Management Group Full time
Job Summary

The Call Center Supervisor is a key member of our team at Epiphany Management Group, responsible for overseeing the day-to-day operations of our call center. This role requires a strong leader who can motivate and direct a team of employees to provide exceptional customer service and technical support.

Key Responsibilities
  • Team Leadership: Supervise a team of helpdesk technicians and provide guidance and support to help them deliver outstanding customer service.
  • Performance Management: Monitor and evaluate the performance of helpdesk technicians to ensure they are meeting departmental procedures and company policies.
  • Training and Development: Establish performance goals and provide coaching and feedback to helpdesk technicians to improve their skills and knowledge.
  • Staffing and Scheduling: Interview, hire, and schedule new helpdesk technicians to ensure proper staffing levels and efficient workflow.
  • Disciplinary Actions: Handle disciplinary issues in a fair and timely manner to ensure adherence to departmental and company policies.
Requirements
  • Experience: Minimum of one year of experience managing a call center.
  • Skills: Proficiency in MS Word, Excel, and PowerPoint, as well as creative thinking and problem-solving skills.
  • Attitude and Flexibility: Display a positive attitude and flexibility to work in a fast-paced environment.
  • Teamwork: Ability to work both independently and as a team member.
Work Environment

This role requires a hybrid work environment, with a mix of on-site and remote work. 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.

Physical Demands

This role requires sitting, standing, climbing stairs, adjusting, connecting, occasional lifting (up to 30 lbs.), bending, keyboarding, pulling, pushing, carrying, writing, walking, and operating equipment.



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