Remote Call Center Team Lead - Drive KPIs & Growth

American Behavioral Research Instit; Boca Raton (FL); Remote; 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

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.