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)
To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.
Under minimal direction, coordinates the efforts of other project team personnel, provides procedural guidance and assumes responsibility for achieving desired results. Is involved with project and strategy organization, cost estimating, milestone definition, and scheduling. Assists with the design lifecycle of hardware and client service technologies requiring advanced knowledge and utilization of systems and techniques. Competent to work at the highest technical and services level. Acts as project lead and first-line contact for ITS managers and supervisors, computer operations personnel and project personnel during all phases of client technologies development.
EEO/AA/Disability/Veteran
EDUCATION
Bachelor's degree in Computer Science or related disciplines preferred and technical training and work-related experience.
EXPERIENCE
5 years of IT experience. Experience successfully leading large, complex projects. This position requires excellent communication and problem-solving skills, and the capacity to organize and deliver solutions across all of the entities
LICENSURE
n/a
SPECIAL SKILLS
Proficiency in Microsoft Word and high-level expertise in Excel required. Skill and experience in adult education strongly preferred. Strong people skills and effective communication skills (verbal and written) and organizational skills required. Proven ability to work across organizations with multiple audiences and change leadership experience preferred. Expected to travel between organizations and provide off-shift training as required
PHYSICAL DEMAND
Travel to multiple YNHHS facilities is necessary. Off-hours work is expected in oversight of complex project deployment.
Clear All
0 Contact Center Team Leader (Includes Selling) jobs found in New Haven, CT area