Call Center Team Lead-Global Agility Solutions

Position Summary

Global Agility Solutions is hiring Team Leads to join their customer service team. The primary responsibility is to oversee and manage teams to enhance customer satisfaction and service quality.

Essential Duties And Responsibilities

• Provide team leadership and coaching.
• Answering agent questions and providing guidance and feedback.
• Handling escalated interactions and assisting customers as needed.
• Managing cash flow and ensuring accurate documentation of financial transactions.
• Ensuring proper opening and closing procedures are followed and reconciliations are reported daily.
• Preparing facilities for daily operations and securing them at the end of the day.
• Ensuring agents adhere to program objectives, performance standards, and policies.
• Focusing the team on internal and external customer requirements.
• Coordinating team logistics and communicating status, accomplishments, and direction.
• Maintaining a professional appearance and environment.
• Providing timely information to staff and clients.
• Demonstrating competent operation of account databases.
• Leading quality assurance efforts within the team.
• Contributing to "Brand" development and management.
• Communicating team status, accomplishments, and direction to management as needed.
• Participating in organizational strategic planning from an operational perspective.
• Attending meetings as necessary and relevant.
• Maintaining secure and professional records.
• Filing and distributing appropriate records to relevant parties.

Requirements

• Strong communication skills.
• Ability to remember and deliver information professionally.
• Computer literacy.
• Ability to follow policies, procedures, and regulations.
• Ability to meet or exceed business goals and foster a team atmosphere.
• Ability to exercise independent judgment to identify and resolve problems.
• Ability to work effectively in structured but flexible, adaptable, and changing environments.
• Ability to balance multiple priorities in a fast-paced, high-demand environment.
• Strong analytical skills with high attention to detail and accuracy.
• Bilingual speaking proficiency in Spanish/English preferred.
• High school diploma or GED.
• Physical demands include sitting for long periods, using hands to handle, control, or feel objects, tools, or controls, repeating the same movements, speaking clearly, understanding speech, and adjusting focus.
• The work environment is usually minimal noise.