Team Leader – Call Center
Midware Technologies
full-time
Posted on:
Location Type: Remote
Location: Washington • United States
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Job Level
About the role
- Developing a team of highly professional and motivated Consultants
- By personal example lead the adoption of the company vision and values
- Effectively lead and manage people, processes and technology to facilitate the delivery of excellence in service, operational and productivity efficiencies, people performance and achievement of financial budgets, while ensuring the contact centre is a place where people want to work
- Monitor and increase NPS scores within the direct team through utilisation and coaching
- Proactively manage change and coach the team through a change management process
- Foster effective relationships with other business units to ensure the success of business initiatives
- Work closely with the team, motivating and coaching them
- Hosting 1-2-1s and team meetings
- Keeping up to date with business development and new product lines
- Ensure training and development plans are maintained for all team members
- Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
- Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
- Work with the management team to identify and deliver positive change and business efficiencies
Requirements
- 1-3 years experience as a call centre team leader (depending on industry and team size)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
leadershipcoachingchange managementrelationship buildingteam motivationperformance managementcommunicationpeople managementoperational efficiencybusiness development