Why Join Current Media Group

At Current Media Group, our most valuable resource is our team members. We are proud that as we have grown, our company continues to maintain its friendly, family feeling because we have built an environment where employees feel welcomed, valued, and creative. Our commitment to keeping a warm, positive work environment encourages employees to bring out the best in each other.

Come join our team of creative, engaging, and motivated professionals committed to making a positive impact on millions of lives.

Position Summary:

Team Leads are responsible for retention, team knowledge, and performance managing agents to be high performing. Team Leads will be the first level of leadership, using a hands-on approach to manage daily team operation. This is an onsite position.

Qualifications Required:

• Must complete paid training within 20 days of assuming the position.
• Six months previous Call Center Lead and Call Center Experience preferred.
• Supervisor Experience preferred.
• Positive work attitude.
• Professional demeanor.
• Patient and understanding
• Must be able to work with little supervision.
• Must be able to adapt, learn, and multitask.
• Computer proficiency.
• Basic math skills to calculate accurate work times.

Essential Functions and Responsibilities:

• Workload management; coverage and resource allocation.
• Daily question & answer support of team members (real time).
• Order and Service resolution to uphold great customer satisfaction.
• Regular and consistent performance management of agents; reviewing work quality and quantity, teamwork, prepare scorecards in conjunction with their QA partner.
• Drive agent performance to set agent individual goals.
• Drive customer satisfaction.
• Promote controlled call handling.
• Ensuring compliance with company and call center policy and PCI compliance.
• Shift adherence and attendance.
• Conduct regular team meetings.
• Share and enforce company and department goals.
• Create team goals, create and maintain reward/recognition programs.
• Promote positive and professional and engaging teamwork.
• An environment where employees feel valued and motivated.
• Superior handling of escalation calls, emails and chats.
• Back up of daily task and duties of operation and positions.
• Interview and provide input to new hire candidates.
• Write performance check ins.
• Documenting all events/occurrences as needed.
• Agent timecard and time off approval with Supervisor oversight.
• Report unusual occurrences and issues to leadership team.
• Demonstrate effective problem solving ability.
• Adherence to attendance policy, company policy and procedures and PCI compliance.
• Flexible schedule including evenings and weekends.
• Professional demeanor at all times with internal and external personnel.
• Maintain confidentiality.
• Communicative, collaborative, concise, appropriate, positive, and supportive communication.
• Balance daily workload with effective time management.
• Other assignments and duties as deemed necessary for the business.

Success Factors/Job Competencies:

• Strong leadership skills.
• Time management—well organized and able to manage and prioritize multiple projects simultaneously.
• Excellent attention to detail with strong sense of urgency.
• Strong customer satisfaction orientation and commitment customer service.
• Strong team player.
• Demonstrate respect for the potential and significance of every individual on the team.
• Demonstrate passion for customers and our work.
• Strive for continuous improvement.
• Positive attitude!

Benefits:

• Competitive pay based on experience
• Health insurance included for full-time employees
• Paid vacation days
• Paid holidays
• 401k
• Employee discounts on products and services

Job Type: Full-time

Pay: $18.50 - $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 4 hour shift
• 8 hour shift
• Day shift
• Monday to Friday
• Overtime
• Weekends only

Experience:

• Call center: 1 year (Required)
• Supervisory: 1 year (Required)

Work Location: In person