What are the responsibilities and job description for the Team Lead, Contact Center position at Intellibee?
PURPOSE OF THE JOB
The Team Leader supports associates ensuring we deliver a first-class customer experience. The Team Leader is a subject matter expert in their area of responsibility. Responsibilities include but are not limited to planning, assigning, and directing work; addressing complaints, resolving problems, handling call escalations, and working with their supervisor on rewarding and coaching associates.
RESPONSIBILITIES/DUTIES
- Assists the supervisor with overall daily operation of the contact center.
- Provides daily direction and communication to associates so that customer issues are answered in a timely, efficient, and knowledgeable manner.
- Ensures associates have appropriate training and other resources to perform their duties.
- Monitors calls to observe associate demeanor, technical accuracy, and conformity to company policies.
- Communicate any process or performance concerns to the Supervisor & assist with problem solving.
- Train and develop associates.
- Effectively communicates and collaborates interdepartmentally.
- Acts as a role model for professional behavior and performance at all times.
- Ensures confidentiality of internal and external data.
- Fosters a positive team environment.
- Performs associate duties when needed.
- Additional duties as assigned.
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