Call Center Team Lead

E-Solutions Inc
35000.00 - 40000.00 USD Annual + Medical Benefits, Dental benefits, 401K
Sep 14, 2020
Job Type
Full Time
Job Title: Call Center Team Lead
Location: Duluth, MN

Job Description

Handling Daily Operations
Contact center team leaders are hands-on leaders. They make sure the correct procedures are followed and routinely give directions to their staff on what to do and how to improve. When an employee needs help dealing with customer concerns, contact center team leaders may step in, offer advice, or authorize a special adjustment. Scheduling workers to ensure adequate coverage is also one of their duties.
Supporting and monitoring help desk with taking escalated calls and agent support calls as scheduled or necessary, when indicated by Managers. Also, as scheduled or necessary manage the floor operations across teams ensuring agent utilization is meeting standards according to current service levels in real time.

Evaluating and Developing Agent Performance
Team leaders monitor how both their group and its individual employees are performing. They think of ways to increase productivity and customer satisfaction. Their observations may be documented in written reports submitted to higher management.
Team Leads need to set goals for their direct reports on a weekly, monthly, and annual basis based on the standard KPI metrics, and feedback from the QA/Training team. They need to complete the annual and mid-year appraisal process with their direct reports

Hiring and Training Staff
With a firm grasp of what their company wants from its customer service team, contact center team leaders are responsible for interviewing, and hiring candidates along with their manager. They then need to set the expectations and ways of working for their new hires after training.

Seeking Feedback
Good leaders know that those in the trenches often have interesting ideas and perspective contact center team leaders should ask their staff for input on how to increase productivity and better serve clients.

Attendance Adherence
Ensuring agents that report to the TL have less than 10% unscheduled absences on average.

Team leads need to keep track of attendance, daily statistics, paid time off, sick time, backfill coverage. Also, need to review and analyze the daily/monthly service level reports, and take action or make suggestions as necessary to improve the service levels for a particular team or group of teams.