Call Center Team Lead

American Behavioral Research Instit; Boca Raton (FL); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Competitive Compensation

Paid Time Off

Career Growth Opportunities

Job summary

A leading behavioral research organization is seeking an experienced Call Center Team Lead in Boca Raton, Florida. This remote position will involve overseeing daily operations, managing staff, and maximizing efficiency. Responsibilities include training team members, creating performance goals, and reporting on productivity. Strong leadership and customer service metrics knowledge are essential for this role.

Qualifications

• High school diploma or GED required; college experience preferred.
• Preferred experience as a Call Center Team Lead.
• Strong knowledge of customer service metrics and KPIs.

Responsibilities

• Manage and train call center employees to provide excellent service.
• Oversee call center operations and improve procedures.
• Create goals and document performance using KPIs.
• Prepare and present reports on statistics to management.
• Assist representatives with escalated calls.

Skills

Customer service metrics understanding

Communication skills

Leadership

Microsoft Office proficiency

Call center software knowledge

Education

High school diploma/GED

College experience

Tools

Call center software

Job description

Benefits/Perks

Competitive Compensation

Paid Time Off

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

Manage and train call center employees so they are capable of providing excellent customer service

Oversee call center operations, making improvements to telephone skills and other procedures

Create goals and objectives for the call center and document performance using key performance indicators

Develop and implement policies and procedures that maximize productivity

Prepare and present reports on call center statistics to upper management

Assist representatives where escalation is needed

Take inbound calls and assist customers upwards of 100 per day

Make outbound calls for prospects, leads, etc and generate sales

Qualifications

High school diploma/GED is required, college experience is preferred

Call Center Team Lead experience is preferred

Previous experience as a call center manager or in a similar managerial position

Strong grasp of customer service metrics and key performance indicators in a call center setting

Knowledge of budgeting, reporting, and basic financial analysis concepts

Highly skilled in Microsoft Office and call center software

Excellent verbal, written, and interpersonal communication skills

This is a remote position.