JUNIOR CONTACT CENTER TEAM LEAD

About the role

We are seeking an experienced Junior Contact Center Team Lead to supervise daily operations and personnel to create maximum efficiency and cost-effectiveness. The ideal candidate is organized, dependable, and a purposeful professional with impeccable time management skills. They must assist retail associates experiencing procedural or operational difficulties using our proprietary IT applications and be familiar with a retailer’s standard operating procedure to assist in training store associates.

As our Junior Contact Center Team Lead, you will set the standard for customer service and ensure all analysts strive toward improving service and customer support by developing, implementing, and maintaining effective internal and external Quality Assurance (QA) programs that foster continuous improvement and exceed Service Level Agreement (SLA) performance. You will also work closely with internal IT to maximize all call center systems.

Responsibilities

• Create and implement call center strategies and operations; improve systems and processes as well as manage call center staff to ensure maximum efficiency and productivity to provide the best possible customer service.
• Address and resolve complex issues escalated by call center representatives.
• Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; contribute information and analysis to organizational strategic plans and reviews.
• Collaborate with IT support staff to minimize operational impact of technical issues.
• Maintain up-to-date listings of call center staffing rosters and queue assignments to meet all reporting requirements.
• Delegate tasks and set deadlines for analysts; ensure analysts comply with company rules and procedures.
• Listen to team members’ feedback and resolve any issues or conflicts.
• Maintain and improve call center operations by monitoring system performance; identify and resolve problems; prepare and complete action plans.
• Complete system audits and analyses; manage system and process improvement and quality assurance programs.
• Prepare and present call operation reports to upper management by collecting, analyzing, and summarizing data and trends.
• Train, assign, coach, counsel, and discipline employees; administer scheduling systems and communicate job expectations.

Requirements

• Primary shifts are overnight, with flexibility to cover a daytime shift if needed with proper notice.
• Some call center experience required; training will be provided for the selected applicant.
• Demonstrated competence to assess priorities and manage a variety of activities in a time-sensitive environment while meeting deadlines with diligence and quality.
• Collaborative with a strong focus on teamwork.
• Ability to research solutions or information regarding technical issues.
• Must handle confidential information appropriately.

Skills

• Excellent organizational and leadership skills with problem-solving ability.
• Computer skills in Microsoft Office.
• Excellent people skills.
• Demonstrated maturity and judgment.
• Ability to learn and support new and quickly changing technologies.

Benefits

• Health, Dental, and Vision Insurance.
• 401(k) retirement plan.
• Life Insurance.
• 16 days of PTO and 10 Paid Holidays.
• Lunch provided every Friday.

Pay

$19-21 an hour based on experience and qualifications.

Schedule

Primarily overnight shift with flexibility for hybrid work in Naperville, IL.