Contact Center Team Lead
SmartFinancial
full-time
Posted on:
Location Type: Remote
Location: Remote • Nevada • 🇺🇸 United States
Visit company websiteSalary
💰 $52,000 - $83,000 per year
Job Level
Senior
About the role
- Oversee the daily activities of a performance focused Call Center staff
- Responsible for ensuring that the Call Center staff is meeting production targets and revenue goals
- Conduct and review quality control audits to monitor team's performance
- Coordinate, monitor, and track performance deliverables and workflow process management
- Oversee time management and efficiency behaviors
- Address problems requiring coaching or corrective action
- Perform recurring administrative and analytical duties
- Partner with People Operations to address employee grievances and HR issues
- Ensure agents' compliance with all legal and departmental policies
- Collaborate with leadership on ongoing process management
- Help maintain high level of employee engagement through various channels
- Assist with call volume by taking inbound/outbound calls
- Report to leadership virtually on a daily basis
- Other duties as assigned
Requirements
- Bachelor's Degree preferred
- 3+ years team management experience required
- 5+ years Customer Service and/or Sales experience required
- Prior experience in outbound telemarketing preferred
- Any similar combination of the above education and experience
- Prior experience in managing onsite and/or remote employees preferred
Benefits
- High-quality health insurance
- 401k plan with company match
- Employee referral bonuses
- Daily and weekly cash giveaways
- Extensive paid product training
- World-class inside sales training
- Advancement opportunities with a focus on promoting from within
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
performance managementquality control auditsworkflow process managementadministrative dutiesanalytical dutiescustomer servicesalestelemarketing
Soft skills
team managementcoachingproblem-solvingemployee engagementcommunicationcollaborationtime managementefficiency
Certifications
Bachelor's Degree