Contact Center Team Leader

About the role

The Contact Center Team Leader position at GT Independence is responsible for managing a team of employees to ensure high-quality service, efficient operations, and continuous improvement.

Responsibilities

• Provides daily direction and communication to employees to handle calls efficiently and knowledgeably.
• Manages employees, ensuring work is handled effectively and efficiently.
• Ensures employees have appropriate training and resources to perform their jobs.
• Creates and maintains a high-quality work environment.
• Aids in the development, analysis, and implementation of staffing, training, scheduling, and reward/recognition programs.
• Assists with documentation and training of the DocuSign program.
• Develops and prepares operational plans and reports on project status.
• Supports the manager in addressing department or employee concerns.
• Assists with other duties as assigned.

Qualifications

• At least 2 years of related experience.
• Excellent written and oral communication skills.
• Extensive experience in working on complex projects with critical thinking and problem-solving skills.
• Demonstrated ability to organize and manage tasks effectively, meeting deadlines through planning and organization.
• Ability to balance work pressure with time management.
• Strong interpersonal skills, including the ability to build positive relationships and communicate with diverse groups.
• Competent in using Microsoft programs and the Internet.
• Competent in using Excel.

Education

A high school diploma or GED is required. An associate degree is preferred but not required.