Contact Center Team Leader (Includes Selling) supervises contact center agents that make and receive calls focused on selling and promoting products or services. Monitors and evaluates interactions, workflow, and metrics to meet performance standards and sales targets. Being a Contact Center Team Leader (Includes Selling) coaches agents in best practices to respond to customer inquiries using scripts, dialogues, or talking points and how to identify opportunities to upsell additional products and services. Ensures that routine service requests are processed or redirected correctly. Additionally, Contact Center Team Leader (Includes Selling) responds to and resolves escalated issues or transfers complex requests to appropriate support teams. Prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a head of a unit/department. The Contact Center Team Leader (Includes Selling) supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Contact Center Team Leader (Includes Selling) typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Manages Contact Center day-to-day operations, including conducting meetings with the Contact Center vendor and managing the process for escalated inquiry resolutions.
Establishes and monitors the coordination between the Contact Center vendor and the agency’s Administrative Procedures department for escalated appeals and exemptions as needed.
Reviews and monitors the Contact Center Key Performance Indicators (KPIs) to track progress of consumer support issues and resolution.
Provides support and coordination on various projects related to contact center performance, including Open Enrollment ramp-up, outbound outreach initiatives and performance improvement efforts.
Creates and outlines the Contact Center Standard Operation Procedures (SOPs) to ensure that documentation is updated as processes are changed and improved.
Reviews and recommends annual and cyclical staffing and/or technological resources assisting the vendor with forecasting contact volume.
Participates in Quality Assurance activities such as call monitoring and case reviews to identify and implement process improvement areas.
Performs other duties assigned.
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