Contact Center Team Leader

GT Independence, LLC; Southington (CT); Sur place; USD 60 000 - 65 000; Plein temps

Résumé du poste

GT Independence, LLC is seeking a Contact Center Supervisor in Southington, CT to lead a team delivering quality customer service and resolve issues efficiently. The role reports to the operations leader and requires hands-on coaching, scheduling, and performance feedback.

You will manage daily calls, monitor metrics, provide training, and develop staffing plans to maintain service levels for self-direction programs.

Qualifications

• 2+ years of related experience in a contact center or similar setting.
• High School Diploma or GED required; an Associate degree is preferred but not required.
• Competent in the use of Microsoft programs and the Internet.

Responsabilités

• Provides daily direction and communication to employees so that calls are answered in a timely, efficient and knowledgeable manner.
• Provides continual evaluation of processes and procedures; responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Managing employees, ensuring work is handled efficiently and effectively.
• Provides performance feedback and coaching on a regular basis to each team member.
• Ensures employees have appropriate training and other resources to perform their jobs.
• Create and maintain a high-quality work environment.
• Assists the manager with the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs.
• Works as a member/leader of special or ongoing projects that are important to area/process improvement.
• Uses appropriate judgment in upward communication regarding department or employee concerns.

Connaissances

2+ years experience

MS Office

Formation

High School Diploma or GED

Associate degree (preferred)

Outils

MS Office

Description du poste

GT Independence, LLC is seeking a Contact Center Supervisor in Southington, CT to lead a team delivering quality customer service and resolve issues efficiently. The role reports to the operations leader and requires hands-on coaching, scheduling, and performance feedback.

You will manage daily calls, monitor metrics, provide training, and develop staffing plans to maintain service levels for self-direction programs.