Call Center Team Lead

American Behavioral Research Instit; Boca Raton (FL); Remote; USD 40,000 - 70,000; Full time

Job summary

An established industry player is looking for an experienced Call Center Team Lead to enhance their operations. In this remote role, you will manage daily call center activities, ensuring staff are well-trained and capable of delivering exceptional customer service. Your leadership will drive efficiency and help achieve organizational goals through effective management of key performance indicators. This position offers a fantastic opportunity for career growth within a supportive environment that values your contributions. If you are ready to take on a pivotal role in a dynamic team, this is the perfect opportunity for you.

Benefits

Competitive Compensation

Paid Time Off

Career Growth Opportunities

Qualifications

• Experience in managing call center operations and staff.
• Strong understanding of customer service metrics and KPIs.

Responsibilities

• Manage and train call center employees to ensure excellent service.
• Oversee operations and implement productivity improvements.
• Prepare reports on call center statistics for management.

Skills

Customer Service

Team Management

Communication Skills

Performance Metrics Analysis

Education

High School Diploma/GED

College Experience

Tools

Microsoft Office

Call Center Software

Job description

Benefits/Perks

1. Competitive Compensation
2. Paid Time Off
3. Career Growth Opportunities

Job Summary

We are seeking an experienced Call Center Team Lead to join our team. In this role, you will oversee our call center's daily operations and personnel, doing everything possible to maximize efficiency, lower overhead, and achieve company goals. Your responsibilities will include managing staff, developing key performance indicators, and tracking and reporting on productivity.

Responsibilities

1. Manage and train call center employees so they are capable of providing excellent customer service.
2. Oversee call center operations, making improvements to telephone skills and other procedures.
3. Create goals and objectives for the call center and document performance using key performance indicators.
4. Develop and implement policies and procedures that maximize productivity.
5. Prepare and present reports on call center statistics to upper management.
6. Assist representatives where escalation is needed.
7. Take inbound calls and assist customers upwards of 100 per day.
8. Make outbound calls for prospects, leads, etc., and generate sales.

Qualifications

1. High school diploma/GED is required; college experience is preferred.
2. Call Center Team Lead experience is preferred.
3. Previous experience as a call center manager or in a similar managerial position.
4. Strong grasp of customer service metrics and key performance indicators in a call center setting.
5. Knowledge of budgeting, reporting, and basic financial analysis concepts.
6. Highly skilled in Microsoft Office and call center software.
7. Excellent verbal, written, and interpersonal communication skills.

This is a remote position.