Remote Overnight CC Team Lead: Training & QA

TOGA Technology; Naperville (IL); On-site; USD 26,000 - 29,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401(k) retirement plan

PTO and Paid Holidays: 16 days PTO, 10

Lunch provided Fridays

Job summary

TOGA Technology seeks a Junior Contact Center Team Lead to supervise daily operations and staff, ensuring efficient, cost-effective service. The role emphasizes excellent customer service, QA programs, and collaboration with IT to maximize call center performance.

The position is primarily remote with overnight hours and occasional daytime coverage in Naperville, IL; compensation includes health, dental, vision, 401(k), PTO and paid holidays, with a Friday lunch provided.

Qualifications

• Some call center experience required; training will be provided.

Responsibilities

• Create and implement call center strategies and operations; manage staff for efficiency and productivity.
• Address complex issues escalated by call center representatives.
• Determine call center strategies by needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Identify and evaluate new technologies; contribute to strategic plans and reviews.
• Collaborate with IT support to minimize operational impact of technical issues.
• Maintain staffing rosters and queue assignments to meet reporting requirements.
• Delegate tasks and deadlines; ensure analysts comply with rules and procedures.
• Listen to team feedback and resolve conflicts.
• Maintain and improve call center operations by monitoring performance and completing action plans.
• Prepare and present call operation reports to upper management; analyze data and trends.
• Train, coach, and discipline employees; manage scheduling; communicate expectations.

Skills

Call Center Leadership

Customer Service

Quality Assurance

Team Management

Training & Coaching

Communication

Problem Solving

Job description

TOGA Technology seeks a Junior Contact Center Team Lead to supervise daily operations and staff, ensuring efficient, cost-effective service. The role emphasizes excellent customer service, QA programs, and collaboration with IT to maximize call center performance.

The position is primarily remote with overnight hours and occasional daytime coverage in Naperville, IL; compensation includes health, dental, vision, 401(k), PTO and paid holidays, with a Friday lunch provided.