What are the responsibilities and job description for the Team Lead - CWIS position at InspiriTec?
InspiriTec
Team Lead
CWIS Call Center
Reports To
Call Center Supervisor
Education and Experience
2 Years Call Center Experience
High School Diploma
Principal Duties and Responsibilities
· Assists Call Center Supervisor with call center operations and activities
· Supervises a team of CSRs
· Receives feedback from Quality Assurance and uses the information to improve team members’ performance
· Assists in the training and development of their team
· Ensures that their team is aware of updates addressed to them by Call Center Management
· Monitors team performance metrics and coaches individual Enrollment Specialists to meet goals
· Acts as a resource to their team by answering questions about operations and by recommending resolutions for customer complaints
· Is attentive to call center morale and works to improve general mood
· Brings team grievances to Call Center Management for resolution
· Addresses escalated customer complaints and works for an acceptable resolution which serves the customer consistently with InspiriTec needs and values
· Monitor team attendance and report excessive deviations from schedule to Call Center Supervisor
· Monitor inbound call queue to ensure timely answering of calls and to ensure all staff are assisting with volume, adjusting individual breaks to meet demand
Qualifications
· Strong customer service background
· Experience training and coaching employees for performance improvement
· Computer literacy, including the ability to learn new software quickly and help others learn it
· Ability to multitask without becoming overwhelmed in a busy environment
· Ability to work as part of a team of diverse individuals, as well as lead independently
· Strong communication skills and attention to detail when conveying information
· Ability to work effectively, compassionately, and diplomatically with:
§ Persons with disabilities
§ InspiriTec Call Center customers
EEO/disability/vets
