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Call Center Team Lead

2 months ago

Tampa, Florida, United States OneTouch Direct Full time

About OneTouch Direct

We are a leading provider of contact center solutions, serving Fortune 500 companies with innovative products and exceptional service. Our team is dedicated to building a seamless extension of our clients, while fostering a unique internal culture that sets us apart.

Job Opportunity

We are seeking a highly motivated and experienced Performance Supervisor to join our team in Tampa, FL. As a key member of our leadership team, you will be responsible for leading a group of associates, supporting their personal growth, and driving company performance metrics.

Key Responsibilities

  • Leadership and Motivation
    • Manage and motivate staff to achieve personal and company goals.
    • Train and develop staff according to company policies and procedures.
  • Performance Monitoring
    • Monitor daily employee attendance and schedule adherence.
    • Track daily, weekly, monthly, and annual performance metrics.
  • Resource Allocation
    • Provide resource allocation analysis to ensure adequate staff and scheduled hours.
  • Communication
    • Communicate performance targets and requirements to relevant parties.
    • Communicate program goals and provide performance feedback to employees.
  • Employee Productivity
    • Effectively oversee and maintain employee productivity and product knowledge.
  • Administrative Tasks
    • Review daily reports for employee adherence to scheduled hours.
    • Resolve employee pay discrepancies.
    • Review hourly flash reports to track rates and make intraday changes.

Requirements

  • Ability to work 45+ hours a week.
  • Supervisory or management experience.
  • Ability to build trust and demonstrate empathy.
  • Engaging personality that blends well with fast-paced, goal-driven environment.
  • Highly motivated, flexible, and great attitude.
  • Bilingual is a plus but not a requirement.

Education and Experience

  • Two plus years of call center management experience.
  • Two plus years of demonstrated employee management experience in a call center or similar type environment.

Benefits

  • A management team that cares.
  • Consistent growth over the past 10 years.
  • Excellent compensation and benefits package.
  • High energy work environment.
  • Family-oriented culture.
  • Referral bonuses.
  • Paid time off (PTO).
  • 401K.
  • Health benefits.