Contact Center Team Leader

Responsibilities

Provides daily direction and communication to employees so that calls are answered in a timely, efficient and knowledgeable manner.

Continually evaluates processes and procedures; responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.

Manages employees, ensuring work is handled efficiently and effectively.

Provides performance feedback and coaching on a regular basis to each team member.

Ensures employees have appropriate training and other resources to perform their jobs.

Create and maintain a high-quality work environment.

Aids the manager with the development, analysis, and implementation of staffing, training, scheduling, and reward/recognition programs.

Works as a member/leader of special or ongoing projects that are important to area/process improvement.

Uses appropriate judgment in upward communication regarding department or employee concerns.

Aids in the documentation, and training of DocuSign program.

Aids in developing and preparing operational plans and reports on project status.

Assists with promoting adherence to and upholds the company’s mission and values.

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.

Excellent organizational and administrative skills with demonstrated ability to work towards and meet deadlines by planning and organizing.

Demonstrate the ability to balance work pressure with time management skills.

Demonstrate ability to build positive relationships and communicate with people of diverse backgrounds and abilities.

Experience in working, initiating, and maintaining a highly effective team.

Comeptent in the use of Microsoft programs and the Internet.

Comeptent use of Excel.