Customer Service Team Leader

Company Name:
Day Personnel
Successful and friendly Out Bound Call Center adding a Team Lead due to growth. Above base salary, plus commission, annually expectation approx 50k - if you have 10 yrs plus working in an Out Bound call center.
Team Lead must be able to provide daily direction and communicate to employees so that calls are made in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Capable of suggesting methods to improve area operations, efficiency and service.
-Provide feedback and coaching on a regular basis to each agent. Write and administer call evaluations.
-Be available for employees providing appropriate counseling, direction and resolution. Insure agents have appropriate training and other resources to perform their jobs. Create and maintain high quality work environment so team members are motivated to perform at their highest level.
-Assist manager with daily operation of call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling, and rewarded/recognition programs. Work as a member/leader of special or on-going projects that are important to area/process improvement.
-Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively.
-Establish/Carry out work procedures and processes that support company and department standards, procedures, and strategic directives.
-Use appropriate judgment in upward communication regarding department or employee concerns.
- Proven leadership experience
- Ability to develop and motivate a team
- Ability to communicate effectively to a variety of audiences
- Ability to provide and support a vision and direction

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