Inbound Team Lead - Horsham, United States - Language Services Associates

Description

Inbound Team Lead

Remote

Contact Center /

Full-Time /

Remote


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The Inbound Team Lead is responsible for the daily business operations of the Contact Center and ensuring compliance with LSA's standards and expectations.

The Contact Center Team Lead supervises a designated team and shift to ensure service excellence and continuity in business operations.

The Contact Center Team Lead provides back up support to the call center assistant managers as needed.

Responsibilities

• Understand and communicate organizational vision, goals, objectives, compliance, and quality standards to Inbound staff.
• Manage a designated shift to ensure all department tasks & duties are executed accurately, efficiently, effectively, and within compliance.
• Provide support, coaching, and training to designated team. Monitor team KPIs to ensure efficiency, accuracy, and effectiveness of team members.
• Collaborate with contact center managers to address and resolve coordinator and senior coordinator behavioral and/or performance issues.
• Monitor LSA systems to ensure continuity in business operations and troubleshoot as necessary. This includes, but is not limited to, InterpreCloud, Report Library, PowerBI and other systems used to identify client trends, interpreter issues, technical issues, and employee issues.
• Independently resolve inquiries requiring a supervisor's approval and escalate issues, questions, and concerns to call center managers as appropriate.
• Support Inbound Manager with departmental initiatives, as requested, and represent Inbound at internal meetings as appropriate.
• Perform other duties as assigned.

Requirements

years of leadership experience preferred. - Bachelor's degree preferred. - Proficient technical skills with the ability to adapt and learn new applications quickly. - Superior problem solving skills with the ability to work calmly under pressure. - Ability to collect and analyze information with exceptional attention to detail. - Proven success in customer service positions. - Reliable and flexible and demonstrates a collaborative attitude.

Shift

• Full-Time
• Wednesday
• Sunday, 3:00PM11:30PM EST

LSA has received recognition as one of the 2023 Top Workplaces in the USA and the Philadelphia Inquirer's Top Workplaces Please view our profile via the following link:

LSA Provides a great benefits package to full-time employees. We offer Medical, Dental, Vision, 401k with partial match, and other employer covered benefits. Reach out to set up an interview and learn more

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Stefan Suchanec at

Founded in 1991 by Laura K.T. Schriver, LSA offers a full range of premier language-based services.

With over 240 employees and a network of more than 3,000 Independently Contracted global Linguists, LSA fulfills the multicultural communication needs of more than 2,000 clients worldwide, in over 230 languages, across virtually every industry segment.

LSA is conveniently located in Horsham, minutes from the PA Turnpike, in a business center with ample free parking and beautiful landscaping.

LSA offers a competitive benefits package with a generous 401k match for qualifying employees. For more information on LSA, please visit

*LSA is an Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. EEO IS THE LAW


PAY TRANSPARENCY NONDISCRIMINATION PROVISION

LSA will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the LSA's legal duty to furnish information.

41 CFR c)