Team Lead-Contact Center Remote

Company: 

Ancora is a group of private, post-secondary schools located across the nation offering a variety of skilled trades programs under the brand name of South Texas Vocational Technical Institute (STVT), Arizona Automotive Institute (AAI), Berks Technical Institute (BTI), McCann School of Business, and Miller-Motte College (MMC). Ancora Education was formed in August of 2013 and has increased its holdings to twenty-six campuses including twenty-three ACCSC accredited campuses, and currently employs over sixteen hundred employees. 

Position Overview: 

The Contact Center Team Lead is a leadership position for the Tier I, II, and III Contact Center, and Contact Center Representative positions and responds to inquiries regarding Ancora's products or services following standard scripts and procedures. They maintain a working knowledge of products and services supported by the Contact Center. They consistently provide customers with exceptional customer service while assisting with the day-to-day operations of a group of Contact Center Representatives. The Contact Center Team Lead services requests coming from their respective group and provides quality service to those inquiries and assistance with any questions. The Contact Center Team Lead works to ensure that the department mission coincides with that of Ancora: quality services to clients; development, growth, involvement, and recognition of employees; sound principles and environment that is conducive to quality production, positive thinking, and expansion. 

Responsibilities: 

● Conduct training of new hires including classroom instruction, job shadowing, live listening to calls, and peer observation. 

● Responsible for updating the daily task tracker to organize their day and report to the Contact Center Director. 

● Conduct team one-on-ones with assistance to provide updates on overall performance with coaching of the Contact Center Representative staff. 

● Perform live listens and complete Quality Assurance forms for their team based on department guidelines. 

● Updates team reports daily to ensure accurate reporting. 

● Frequently reviews and updates team resources to ensure the information is accurate. 

● Provide support when the team reaches out with questions or concerns. 

● Provides coaching opportunities to the team when necessary. 

● May assist with various projects assigned by Contact Center leadership as needed. 

● Obtains customer information (e.g., name, address, etc.) to support callers. 

● Completes transactions and enters data accurately into the system. 

● Documents details of all interactions with customers and actions taken to maintain appropriate data. 

● Schedules appointments for Admissions representatives to meet with prospective students to tour the campus and provide career information. 

● Responds to customer requests with a high level of quality and compassion via outbound calls, inbound calls, and email. 

● Assist students with resetting passwords via an internal tool. 

● Assesses customer’s needs to recommend appropriate actions and next steps. 

● Interfaces with the Contact Center Representatives, Admissions staff, peers, co-workers, students, and prospective students. 

● Responds to customer requests with a high level of quality and compassion via outbound calls, inbound calls, emails, and SMS. 

● Handles any escalated calls transferred internally and gathers the information to send the appropriate contact. 

● Other representative and lead-related tasks as required by Contact Center leadership. 

Qualifications: 

● High School Diploma or equivalent minimum / Associate’s Degree preferred but not required. 

● 3-5 years of previous contact center or customer service experience is preferred but not required. 

Knowledge, Skills, and Abilities: 

● Intermediate level knowledge of Google Products (Sheets, Docs, Forms, Gmail, Chat) 

● Intermediate proficiency with computer navigation, tasks, and multiple applications. 

● Detail oriented 

● Actively listens to customers and responds appropriately 

● Ability to solve problems of complex nature 

● Maintains professionalism with coworkers, vendors, customers, and students 

● Ability to multitask in a fast-paced environment 

● Demonstrated ability to communicate effectively verbally and in writing with peers, co-workers, and various levels of customers 

● Ability to work independently with little or no supervision 

● Ability to be flexible with schedule as business needs are required to be met for evenings and weekends

We offer an extensive benefits package, including a matched 401(k), after 30 days of full-time employment, and 2 weeks of PTO after 90 days, to take within this year!  

Ancora Education is committed to creating a diverse and inclusive work environment. Ancora Education is an equal-opportunity employer that maintains a policy of nondiscrimination with respect to all employees and applicants for employment. All employment decisions are made without regard to an individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, income status, limited English proficiency (LEP), or any other characteristic protected by law.