Contact Center Team Lead

PLACE; San Antonio (TX); Remote; Full time

Job summary

A leading company seeking a highly motivated Team Lead for a fast-paced contact center. The role includes supervising operations, coaching team members, and achieving performance goals in a rewarding environment. Ideal applicants should possess strong leadership and communication skills, with at least 2 years of relevant experience.

Benefits

401(k)

Dental insurance

Health insurance

Flexible schedule

Training & development

Paid time off

Parental leave

Bonus based on performance

Opportunity for advancement

Vision insurance

Qualifications

• 2+ years in Contact Center/Call Center.
• 1+ years in Management.
• Proven experience as a Contact Center/Call Center Team Lead.

Responsibilities

• Supervise daily operations and personnel at the contact center.
• Coaching and leading CSRs to achieve performance goals.
• Ensure compliance with quality assurance standards.

Skills

Customer Service

Communication

Leadership

Time Management

Problem Solving

Education

High school diploma or equivalent

Certified Call Center Manager (CCCM) or equivalent

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.