What are the responsibilities and job description for the Call Center Team Lead position at Carolina Gutter Helmet LLC?
Job Description
Job Description
Benefits :
Bonus based on performance
Job Summary
We are seeking an experienced Call Center Team Leader to join our team. In this role, you will oversee our call center's daily operations and personnel, doing everything possible to maximize efficiency, lower overhead, and achieve company goals. Your responsibilities will include managing staff, developing key performance indicators, and tracking and reporting on productivity.
Responsibilities
Train, and manage call center employees capable of providing excellent customer service
Oversee call center operations, making improvements to telephone skills and other procedures
Create goals and objectives for the call center and document performance using key performance indicators
Develop and implement policies and procedures that maximize productivity
Prepare and present reports on call center statistics to upper management
initiating calls to potential customers or existing clients, schedule appointments and often utilizing pre-written scripts to guide the conversation and achieve specific campaign goals.
Qualifications
High school diploma / GED is required, college experience is preferred
Previous experience as a call center team leader preferred
Strong grasp of customer service metrics and key performance indicators in a call center setting
Highly skilled in Microsoft Office
Excellent verbal, written, and interpersonal communication skills
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