The ideal candidate is a motivated, well-organized individual who has a deep understanding of prospecting and developing strong relationships with customers.

Position Overview:The Call Center Team Lead will provide coaching, assistance and guidance to a team of Agents as direct reports. The Team Lead will monitor, evaluate, and review scored Call Center calls for quality assurance purposes and performance measurements. They will assist the Director of Operations with oversight and management of specified contact center functions, assist with the training of staff on systems, procedures, and call center activities and provide assistance with escalated calls from Call Center Agents.

Primary Responsibilities:

• Ensure customer service standards are consistently met
• Provide guidance and coaching to Agents regarding product, processes and procedures
• Manage work schedules and shift requirements through the scheduling software, as may be required
• Consistently monitor staff levels and liaise with management regarding any adjustments
• Perform weekly reviews with Agents of quality assurance forms/reports sent by the QA department for the calls they handle
• Provide first level coaching to Agents as may be required. Working with the senior managers on escalated issues or challenges
• Consistently monitor and improve quality results; liaise with the managers to implement changes as required
• Supervise the day-to-day activities of the Call Centre and assist the managers as required
• Monitor systems and efficiently report issues or concerns to the appropriate parties
• Ability to train new Agents Call applications, policies, procedures and duties
• Ability to continuously develop knowledge of  Calls and all Call Centre requirements for best training escalation handling results; assisted by the managers as required
• Work efficiently and collaboratively within a team environment on various projects and objectives
• Any other duties as assigned

Qualifications:

• Excellent customer service skills
• Proven skills in time and priority management, communication and interpersonal relations, analytical thinking and problem solving, leadership and management, coaching and motivational skills
• Intermediate skills with Microsoft Office.
• The desire and ability to learn new software
• Ability to work as part of a team
• Positive attitude
• Able to work well under pressure and adapt to rapid change