Contact Center Team Lead

PLACE; Richmond (VA); Remote; USD 80,000 - 100,000; Full time

Job summary

A leading company seeks a highly motivated Team Lead to supervise operations in their contact center. The role involves coaching team members, managing projects, and ensuring performance standards are met. Ideal candidates are organized, reliable, and possess excellent communication skills. Opportunities for training and advancement are available, and a competitive salary is offered.

Benefits

401(k)

401(k) matching

Bonus based on performance

Competitive salary

Dental insurance

Flexible schedule

Health insurance

Opportunity for advancement

Paid time off

Parental leave

Training & development

Vision insurance

Qualifications

• 2+ years in Contact Center/Call Center experience.
• 1+ year in a management role.
• Higher degree in a relevant discipline is appreciated.

Responsibilities

• Manage teams of Call Center CSRs for various telephone projects.
• Assist in implementing and supervising contact center best practices.
• Collect and analyze call-center statistics.

Skills

Customer Service orientation

Communication

Problem-solving

Organization

Project management

Education

High school diploma or equivalent

Certified Call Center Manager (CCCM)

Tools

MS Office

Contact Center software

Job description

Benefits:

• 401(k)
• 401(k) matching
• Bonus based on performance
• Competitive salary
• Dental insurance
• Flexible schedule
• Health insurance
• Opportunity for advancement
• Paid time off
• Parental leave
• Training & development
• Vision insurance
  
  
  

Company Information:

Insight Business Solutions offers business solutions and customer support to franchises and businesses owners. Insight Business Solutions lives by its company values and proudly gives back to the community under our parent company Premium Service Brands. We are excited to find the right person for this rewarding and dynamic opportunity!

Job Description

Premium Service Brands seeks a highly motivated Team Lead to supervise and communicate with team members in our full-service contact center Insight Business Solutions. The Team Lead is expected to supervise daily operations and personnel while identifying areas of opportunity for improvement regarding team member performance and department policies & procedures. The team lead will assist in coaching, and leading CSRs as they book clients for our customers, while ensuring that all performance and productivity goals are achieved. Applicants must have an intuitive grasp of contact center software and technology as the Team Lead will be assisting the Contact Center Manager in organizational leadership, identifying trends, establishing contact center goals, and ensuring staff members are achieving desired service levels.

Ideal applicants must be organized, reliable, and results-driven professionals. They must have the ability to solve problems quickly with an ability to see the bigger picture and long-term opportunities for lasting improvements. Prime applicants must also have excellent customer service and communication skills.

Responsibilities

• Managing teams of Call Center CSRs for various telephone projects
• Lead, manage and motivate Call Center CSRs
• Possess solid verbal and written communication skills, presentation skills and a high level of comfort in managing others
• Ability to manage and coordinate multiple projects and tasks
• Promote a positive work environment, feedback enriched and healthy culture
• Must be self-motivated and resourceful, requiring minimal supervision
• Ability to quickly adjust to changing work demands and client requirements
• Strong organizational and time-management skills, including attention to detail
• Ability to work in a fast paced environment, prioritize multiple tasks and consistently meet deadlines
• Must be a team player and understand the Departmental Goals
• Assist in implementing and supervising contact center best practices, projects, and processes
• Lead, manage, and motivate Customer Service Representatives
• Ability to manage and coordinate multiple projects and tasks
• Promote a positive work environment, feedback enriched and healthy culture
• Must be self-motivated and resourceful, requiring minimal supervision
• Ability to quickly adjust to changing work demands and client requirements
• Strong organizational and time-management skills, including attention to detail
• Ability to work in a fast-paced environment, prioritize multiple tasks and consistently meet deadlines
• Must be a team player and understand the Departmental Goals
• Meet quality assurance standards as applicable
• Perform administrative functions
• Work with confidential customer information and treat it sensitively
• Appropriately communicate with customers, co-workers, and franchise owners
• Maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
• Monitor and manage telecom systems
• Deliver performance evaluations for agents (accuracy, call-waiting time etc.
  
  
  

Requirements

• Customer Service oriented background with proven experience as a Contact Center/Call Center Team Lead or similar position
• Outgoing, positive, and fun personality with the desire to go the extra mile to ensure our personnel and customers have a wonderful experience
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting procedures
• Proficient in MS Office and Contact Center/ Call Center equipment/software programs
• Available to work weekends
• Shifts may vary for each position offering, depending on business need
  
  
  

Education:

• High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
  
  
  

Experience:

• 2+ Years in Contact Center/ Call Center
• 1+ Years in Management
  
  
  

Job Type: Full-time

Hourly Wage: $18.00+ depending on experience

This job description is not intended to be all-inclusive and the employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required. The business reserves the right to revise or change duties as the need arises.

This is a remote position.