Call Center Team Leader

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