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    Customer Support Center Team Lead - Tallahassee, United States - Leafwire

    Leafwire
    Leafwire Tallahassee, United States

    3 weeks ago

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    Description

    Customer Support Center Team Lead
    *

    |

    Call Center, FL, United States**Posted Date

    1/26/2022

    Description


    Customer Support Center Team Lead

    POSITION SUMMARY:


    The job of a Call Center Team Leader is a highly focused position to ensure a service-oriented and professional working environment by assisting with supervising the performance of team members.

    Team Leaders are knowledgeable of the industry and organizational procedures.


    KEY DUTIES AND RESPONSIBILITIES:

    • Assist Care Consultants by answering questions and providing guidance and feedback
    • Monitoring daily, weekly, and monthly statistics for Care Consultants assigned to their team
    • Completes tasks given to them by the Call Center Assistant Manager or Call Center Manager
    • Participates calibration meetings with departments and management regularly
    • Schedule 1:1s and team meetings with their assigned care consultants
    • Monitor trends and develop strategies to correct negative trends
    • Developing solutions to problems that arise within the customer support center
    • Working with their direct manager to process all HR related documents, Performance Counsellings, and any related documentation necessary for their team
    • Assist with maintaining/improving service levels by taking calls when needed

    SKILLS AND QUALIFICATIONS:
    1+ years of experience in a supervising role
    2+ years of contact center experience
    Experience with leading cross-functional teams and a demonstrated history of providing solutions to complex problems
    Strong Microsoft Office Skills (Word, Excel, PowerPoint, Access) is required
    Strong quantitative and analytical skills
    Strong attention to detail


    SCHEDULE:
    40+ hours weekly with flexible hours depending on the department needs. Must be available to work occasional evenings, weekends, and holidays.

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