Call Center Team Lead

2 weeks ago

Wichita, Kansas, United States Mass Markets Full time
Job Title: Call Center Team Lead

Job Summary:

We are seeking a highly motivated and experienced Call Center Team Lead to join our team at Mass Markets. As a Call Center Team Lead, you will be responsible for leading a team of customer service representatives and ensuring that they provide exceptional service to our customers.

Key Responsibilities:

  • Lead a team of 15-25 customer service representatives
  • Coach and develop team members to improve their performance and customer service skills
  • Manage metrics and performance criteria to improve call center productivity
  • Drive a culture of accountability, continuous improvement, and personal excellence
  • Direct workforce management activities and set performance goals and objectives
  • Develop and maintain strategies to ensure customer satisfaction on all service interactions
  • Provide team motivation and development to maximize sales opportunities
  • Responsible for the overall performance and productivity of direct reports
  • Responsible for weekly payroll review and submission to ensure correct entries
  • Responsible for driving the growth of revenue and profit originating from a call center

Requirements:

  • Minimum of 3 years of total call center experience or 1 year of call center management experience
  • Associates degree or equivalent combination of education and relevant work experience
  • Exceptional interpersonal and communication skills
  • Strong supervisory experience including staff development
  • Advanced knowledge of Microsoft Office including Outlook, Excel, Word, and PowerPoint
  • Demonstrated ability to drive sales through the actions of others
  • Superior knowledge of call center tools and technology used to manage KPIs and SLAs
  • Possess practical conflict resolution skills (both customer and agent conflict)
  • Proven leader with advanced time management, planning, organizational, and multitasking skills
  • Ability and eagerness to learn new products and systems
  • Ability to work in a professional, fast-paced environment
  • Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets
  • Clear, concise, and practical communication skills (both oral and written)
  • A solution-oriented and positive mindset that openly embraces change and stretches goals
  • Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues, and create and execute solutions that address those issues
  • An ability to hold team members accountable for job performance including adherence, KPIs, and process
  • The ability to thrive in a fast-paced, ever-changing, and high-pressure environment

Preferred Qualifications:

  • Military, local, state, or federal government experience is a plus
  • Graduation from an accredited two-year or four-year college or university is a plus
  • Experience managing both remote and on-site reports is a plus

Compensation and Benefits:

We offer a competitive salary and benefits package, including medical, dental, and vision coverage options, paid time-off, regular raises, advancement opportunities, a fun and engaging work environment, casual dress code, and cash and prize contests.

Physical Requirements:

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

Conditions of Employment:

All MCI locations. Must be authorized to work in the country where the job is based. Subject to the program and location of the position. Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Reasonable Accommodation:

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

Equal Opportunity Employer:

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.

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