Team Lead, Call Center

Team Lead manages a team of agents and assists in the mentoring and development of the agents.

They are to track and report on agent performance in order to better understand performance trends and identify possible needs for

training and development. Additionally, they are responsible for their team and/or section’s designated area within the call center,

including but not limited to cleanliness of workspace, organization of equipment, ensuring equipment is functioning properly, etc.

*ALL APPLICANTS MUST RESIDE AND PERFORM THIS JOB WITHIN THE LOGAN, UT OFFICE*

• Part-Time position
• ​Ability to work in our office at 80 West Golf Course Rd, Suite B, Logan, UT 84321 between the hours of 9am – 9pm MST
• Base wage: $16/hour

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. People Management:

• Constantly walk the production floor/monitor telephone interviewers to ensure smooth running operations. Address issues as they arise.
• Under direction from the Senior Team Leader or Manager, they are responsible for assigning agents to projects.
• Brief agents on assigned projects to ensure comprehension and adherence to survey instructions.
• Review agent performance and appropriately and consistently address those Telephone Interviewers not meeting production requirements.
• Provide employees with timely, fair, and measured performance assessments and feedback to foster growth. Reward and recognize performance as appropriate. Appropriately and consistently address performance concerns using progressive discipline. Partner with Human Resources as needed.
• Collaborate with QA analysts to develop strategies to increase production, quality and employee engagement.
• Ensure call center and employees are following policies, procedures and regulations as outlined by Human Resources. Escalate any legal concerns to the HR/Legal departments and partner with them on resolutions.

2. Administrative:

• Run and update reports on Telephone Interviewer performance.
• Maintain team area and ensure cleanliness of workspace.
• Monitor equipment for functionality and report/track all broken equipment and software malfunctions to the Production Supervisor after troubleshooting the issue.
• Ensure team equipment is properly identified.

3. Telephone Interviewing:

• Conducting telephone interviews is an essential part of the job and helps supervisors better understand and coach those they support, retain interviewing skills, and ensure completion of projects on time.
• Deliver prepared scripts to persuade respondents to answer the designated survey
• Once they agree to participate, conduct a survey with respondents following prepared script for assigned study. Based on answers, alter follow-up questions as outlined by the survey instructions
• Document respondent answers by accurately and efficiently typing them into the system

4. Responsibilities:

• Assist Call Center Management staff in preparation and execution of shift plans, including but not limited to contingency plans when a project doesn't start, sample runs out, a project fix is required, or during any other unexpected downtime.
• Prioritize resources to ensure all project needs are met.
• Run reports and document shift notes after dialing has been completed
• Provide other stakeholder and team members in the team with production and shift information to ensure teams are operating smoothly and have the tools needed for success on the project.
• Monitor production reports throughout the shift to ensure productivity is meeting or exceeding standards. Address any production concerns immediately.
• Ensure Telephone Interviewers are provided with timely, accurate feedback and are consistently performance managed.
• Conduct telephone interviews to help maintain an understanding of the process, better be able to coach they support, retain interviewing skills, and ensure completion of projects on time. Plan and execute events to increase employee morale and retention, with approval from the call center management staff.
• Ensure call center and employees are following policies, procedures, and regulations as outlined by Human Resources
• Reward and recognize performance as appropriate. Appropriately and consistently address performance concerns using progressive discipline. Partner with Human Resources as needed.

5. Other tasks/duties may be assigned from time to time as needed.

REQUIRED SKILLS and QUALIFICATIONS:

To perform this job success fully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

• 2 years work experience, previous call center or supervisory experience preferred.

Specialized Skills:

• Has managerial knowledge of sub-unit or sub-function as well as technical discipline
• Has basic understanding of the roles of the relevant groups within the function or business unit
• Has basic supervisory knowledge and skills.
• Has responsibility for a group or team of employees and influences sub-unit/ department results where procedures are largely standardized.
• Coordinates activities of support/production teams.
• Sets priorities to ensure task completion.
• May spend time doing more involved aspects of work done by team members, with added responsibility for assigning, checking and maintaining workflow.
• Works within budget set by manager.
• Assesses situations, draws conclusions, and recommends or implements courses of action to staff
• May train non-professional staff
• Accountability – Proven results while managing changing priorities as well as maintaining direction and focus through proactive planning and organized approaches to work in order to meet deadlines and manage time effectively. Must demonstrate strong attention to detail and be conscientious, reliable, and punctual.
• Communication Skills– Adjusting accordingly to demonstrate sensitivity to cultural differences while maintaining the highest level of abilities in all aspects of communication, written, oral, listening and expressing ideas.
• Leadership Skills- Ability to model behavior and attributes expected by others.
• Teamwork - Ability to work effectively independently and harmoniously within a team while communicating a“ can do” attitude and positive outlook. Willing to pitch in and do more than is required

Daily Operations Procedure:

Scheduling:

• Plan out a schedule for all interviewers under the irrespective team
• Collaborate with manager and/or senior team manager on agents scheduled for the day
• Anticipate and pre-approve overtime requests, if needed

Shift Planning (POC when Manager is off or on vacation):

• Plan on hours and head count for the team
• Coordinate with senior manager on counts and projects and what is needed for the shift daily
• Check if scheduled agents are enough to hit targets and hours commitment
• Work with project lead on status on each project and communicate any action plans to improve performance of the team

Monitoring, Coaching and Feedback:

• Communicate with agents under his/her respective team on status of performance – through huddles, meetings or chat messages
• Rally the team to hit goals and targets
• Strategize with other team members on how to exceed/improve performance
• Collaborate with QA Analysts on interviewers who are struggling.
• Continuously monitor progress of interviewers
• Constant follow-up for struggling members of the team
• Effectively coach and inspire other team members – give detailed suggestions on what needs to be done and be able to set expectations
• Give immediate feedback
• Be able to give full details on all aspects of members under the team – performance, attendance, dialing attitude, etc.

Disciplinary action and Administrative Hearing:

• Be able to provide full details when issues involving disciplinary action and administrative hearing arise.

Project Related Responsibilities:

• Collaborate with project leads based on the feedback given by members of the team
• Strategize a plan on how members of the team be successful in terms of hitting expected production rate and delivering a quality survey

At Dynata, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. Dynata welcomes and encourages applications from people with disabilities. We are committed to an inclusive work culture for all our employees. Accommodations by request can be made for all aspects of the selection process.

Dynata is also an affirmative action employer OE/Minority/Female/Veteran/Disabled/Sex/Sexual Orientation/Gender Identity or Expression/Race/Color/National Origin/Age/Religion/Genetic Information/Marital Status/Height/Weight or any other legally protected category defined by applicable federal state or local laws and ordinances, so as to further the principles of equal employment opportunity.