Call Center Team Lead
1 month ago
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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