Call Center Team Lead

Palm Beach Gardens, Florida

Job ID:REQ-5436

Title:
Call Center Team Lead
Responsibilities:
Guides group toward attainment of desired service levels as measured by cost of quality and customer satisfaction. Develops or modifies programs to increase productivity and quality. Responsible for overall KPI's (conversion and hearing “needs” percentages) and training of new customer service/call center representatives. Area of responsibility is primarily tactical/operational in nature, with limited strategic impact. Troubleshoots and resolves very complex problems. Typical responsibility for innovation is to continuously enhance or improve existing policies and methods. Identifies resource needs and develops justification.

REQUIREMENTS

Education:
Associate’s Degree preferred, but not required
Skills:
Excellent analytical, problem-solving skills and reporting skills - Ability to assist the Call Center team in a sales/cold-calling and/or inbound call environment - Provide guidance and motivation to Customer Service & Sales Support staff. during marketing campaigns and team contests Experience with or knowledge of creating and managing budgets Advanced Microsoft Office Skills (Word, Excel, PowerPoint, Outlook)- Willingness to learn and use new computer programs/applications; experience managing an outbound “Dialer” system to conduct sales (appointment) calls Ability to pay close attention to detail with a high degree of accuracy with call center reports - Ability to work quickly, accurately and independently in a fast paced environment - Ability to assist Call Center Director with planning activities, sales contests and employee engagement programs. Provide new hire training and orientation, as needed, within the Call Center. Ability to communicate detailed or technical information clearly, accurately and concisely - Experience interacting with customers/clients – Must have confidence and experience interacting with senior management in a respectful and professional manner - Ability to assist agents with questions on call quality, sales and service expectations, while recognizing and documenting training opportunities for both inbound and outbound calls Experience or demonstrated ability to train others to achieve productivity goals in a consistent manner - Familiarity or knowledge of customer service techniques, managed care insurance benefits, AARP program, all with a drive to be productive - Ability/willingness to learn HearUSA software and scripting programs - Demonstrates understanding and application of management approaches for work direction, motivation, performance management, and disciplinary actions. Maintain an appointment conversion rate of at least 60% on inbound calls. As needed, perform end-of-day closing duties, ensuring that all pertinent reports are sent at close of business and department/building is secured at night. As needed, perform opening duties, ensuring that all pertinent systems are turned on, dialer is set up, and all systems are running appropriately at opening of business day at 8am sharp. Review automated dialer data to monitor productivity and appropriate campaigns are activated. Develop a strong knowledge of the call center dialer system. Responsibilities would include, but are not limited to having the technical ability to troubleshoot and capture call information, reporting recurring issues to the Director of Call Center. Input directions, scripts, contact information etc… into the dialer/CAD system when data needs to be updated or added. Have the ability to strategically operate call flows to maximize departmental efficiencies and results when necessary. Monitors a minimum of 10 calls weekly to observe employee demeanor, technical accuracy, and conformity to company policies and SOP’s.. No overnight travel required for position, other than an occasional same day/local HearUSA Center visits for training purposes
Experience:
1+ years as a Sr. Call Center Representative or Team Lead Role within a Call Center environment
Other:
Flexibility to work 35-40 hours per week between the hours of 8am-8pm daily, in addition to covering staff vacations, outages, and shift shortages, Some Saturdays, up to 2 per month for outbound cold-calling campaigns may be required.


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