What are the responsibilities and job description for the Contact Center Team Lead position at Homefront Brands?
Company: Homefront Brands
Job Title: Contact Center Team Lead
Work Location: On-site / Remote /Hybrid - Huntersville, NC.
Direct Report: Contact Center Director
About Us: Based in Huntersville, NC, Homefront Brands is the latest platform for franchised property services businesses in North America. We have 6 brands (and growing) operating on our platform. Our mission is to be the growth engine for aspiring entrepreneurs, established business builders and our veterans to create and enhance the American dream of building a better future, through the application of our world class franchise models.
Job Title: Contact Center Team Lead
Work Location: On-site / Remote /Hybrid - Huntersville, NC.
Direct Report: Contact Center Director
About Us: Based in Huntersville, NC, Homefront Brands is the latest platform for franchised property services businesses in North America. We have 6 brands (and growing) operating on our platform. Our mission is to be the growth engine for aspiring entrepreneurs, established business builders and our veterans to create and enhance the American dream of building a better future, through the application of our world class franchise models.
Job Summary: The Contact Center Team Lead is responsible for supervising, coaching, and motivating a team of customer service representatives to achieve performance goals. This role ensures high-quality customer interactions, adherence to company policies, and operational efficiency. The Team Lead serves as the primary point of contact for escalations, provides performance feedback, and implements strategies to enhance team productivity and customer satisfaction.
Key Responsibilities:
Team Management
- Oversee the daily workflow of a team of contact center agents, ensuring smooth operations.
- Act as the first point of contact for team-related queries and operational issues.
- Facilitate communication within the team to maintain alignment on goals, updates, and expectations.
Coaching and Development
- Conduct one-on-one coaching sessions to identify individual strengths and areas for growth.
- Foster a supportive environment that encourages learning, collaboration, and continuous improvement.
- Regularly assess team morale and address any concerns to maintain a motivated workforce.
Performance Monitoring
- Analyze key performance indicators (KPIs) such as call handling, customer satisfaction, and adherence to schedules.
- Identify underperforming team members and create action plans to address gaps.
- Use performance data to forecast trends and adjust strategies accordingly.
Process Improvement
- Collaborate with cross-functional teams to brainstorm and implement process enhancements.
- Monitor the impact of changes and refine processes based on outcomes and feedback.
Policy Compliance
- Ensure team members are fully aware of and comply with company policies, procedures, and quality standards.
- Provide training and updates on policy changes and their implications.
- Act as a role model in demonstrating adherence to company values and ethical practices.
- Generous 401(k) Matching: HFB provides a robust 401(k) plan with a 100% match for the first 3% of an employee's contributions and a 50% match for the next 2%.
- Comprehensive Health Coverage: Access to health insurance to ensure the well-being of our team members.
- Employer Contribution to HSA: HFB contributes towards the Health Savings Account (HSA), promoting financial health.
- Dental and Vision Coverage: Enjoy the benefits of dental and vision insurance for a complete healthcare package.
- Life Insurance: HFB provides life insurance coverage, demonstrating our commitment to the security of our employees.
- Company Performance Bonus Plan: In addition to competitive salaries, employees are eligible for a bonus plan based on company performance.
- Paid Time Off (PTO): Take advantage of our PTO policy to maintain work-life balance and recharge.
- Paid Holidays: Celebrate 11 paid holidays throughout the year, giving you time to relax and enjoy special moments.