Please direct your responses to: https://ars2.equest.com/?response_id=86001cdd5aae6541f84ea6def47ba41f
Job Title: Team Lead, Full Time, Contact Center
Objective: Provide day to day guidance, training and oversight to the Contact Center team.
Accountabilities:
· Monitors daily team performance, individual staff metrics, manages break times.
· Completes Call Observes for Quality. Motivates, coaches and develops technical and customer service skills of specialists.
· Resolves scanner issues in a timely and effective manner. Handles escalated calls/emails.
· Develops a positive team relationship by being supportive, visible and easily accessible on work floor.
· Immediately addresses and coaches unprofessional or non-constructive behavior situations that occur.
· Provides input to Manager regarding workload volume and staffing needs.
· Provides and proactively encourages daily motivation and recognition.
· Assists in taking phone calls or answering emails during peak periods or as needed.
· Maintains a high level of industry knowledge as related to the company, PSC, scanner equipment, methods of transmitting, call campaigns and the daily functions and operations of the work floor.
· Performs other duties as assigned by Manager.
Requirements:
Knowledge:
· Proficient with various computer applications; knowledge of Windows and Microsoft Office and able to sit at a desk for extended periods of time.
Skills:
* Strong supervisory skills
* Strong oral/written communication skills
* Customer Service, organizational, interpersonal, motivational skills and the ability
* to interface with all levels of staff and management
* Training/mentoring skills that focus on improving performance and morale
* Managing multiple priorities in a fast paced environment and results oriented.
· Possesses a great attitude, professionalism, high level of energy, enthusiasm
Education and Experience
· High School Diploma or GED equivalent or related work experience
o Two year Associates degree preferred.
o Prior supervisory experience in a contact center environment preferred or equivalent combination of experience and education.
o 3 + years Contact Center experience (Inbound, Outbound and Email functions)
Contact: Jane Slater, Human Resources, 516-682-6086
Hours: Contact Center Hours: 9:00 a.m. – 9:00 p.m. M-Fri.
Lead Position requires flexibility. 9 – 5 or 1 – 9
with alternating Saturdays - 10:00AM – 6:00PM
donyapply@viaemail.com
Objective: Provide day to day guidance, training and oversight to the Contact Center team.
Accountabilities:
· Monitors daily team performance, individual staff metrics, manages break times.
· Completes Call Observes for Quality. Motivates, coaches and develops technical and customer service skills of specialists.
· Resolves scanner issues in a timely and effective manner. Handles escalated calls/emails.
· Develops a positive team relationship by being supportive, visible and easily accessible on work floor.
· Immediately addresses and coaches unprofessional or non-constructive behavior situations that occur.
· Provides input to Manager regarding workload volume and staffing needs.
· Provides and proactively encourages daily motivation and recognition.
· Assists in taking phone calls or answering emails during peak periods or as needed.
· Maintains a high level of industry knowledge as related to the company, PSC, scanner equipment, methods of transmitting, call campaigns and the daily functions and operations of the work floor.
· Performs other duties as assigned by Manager.
Requirements:
Knowledge:
· Proficient with various computer applications; knowledge of Windows and Microsoft Office and able to sit at a desk for extended periods of time.
Skills:
* Strong supervisory skills
* Strong oral/written communication skills
* Customer Service, organizational, interpersonal, motivational skills and the ability
* to interface with all levels of staff and management
* Training/mentoring skills that focus on improving performance and morale
* Managing multiple priorities in a fast paced environment and results oriented.
· Possesses a great attitude, professionalism, high level of energy, enthusiasm
Education and Experience
· High School Diploma or GED equivalent or related work experience
o Two year Associates degree preferred.
o Prior supervisory experience in a contact center environment preferred or equivalent combination of experience and education.
o 3 + years Contact Center experience (Inbound, Outbound and Email functions)
Contact: Jane Slater, Human Resources, 516-682-6086
Hours: Contact Center Hours: 9:00 a.m. – 9:00 p.m. M-Fri.
Lead Position requires flexibility. 9 – 5 or 1 – 9
with alternating Saturdays - 10:00AM – 6:00PM
donyapply@viaemail.com
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Posted by: KIT List Jobs <jobposting2@kitlist.org>
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