Call Center Team Lead

1 month ago


Tampa, Florida, United States OneTouch Direct Full time
Job Opportunity

OneTouch Direct is a leading provider of contact center solutions, offering a unique work environment that sets us apart from the rest. We're seeking a skilled Performance Supervisor to join our team in Tampa, FL.

The ideal candidate will lead a team of associates, supporting their personal growth and driving company performance metrics. Self-motivation and the ability to motivate others are essential for success in this role.

Key Responsibilities:

  • Manage and motivate staff, providing training and development opportunities to ensure company policies are followed.
  • Monitor daily attendance and schedule adherence to report on program performance.
  • Track and analyze daily, weekly, monthly, and annual performance metrics to inform resource allocation decisions.
  • Communicate performance targets and requirements to relevant stakeholders to drive results.
  • Provide regular performance feedback to employees and oversee productivity and product knowledge.
  • Resolve employee pay discrepancies and review hourly flash reports to track rates and make intraday changes.

Requirements:

  • Ability to work 45+ hours a week.
  • Supervisory or management experience.
  • Strong communication and interpersonal skills.
  • Ability to build trust and demonstrate empathy.
  • Highly motivated, flexible, and great attitude.
  • Bilingual is a plus but not required.

Benefits:

  • A supportive management team.
  • 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.


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