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)
Requirements:
• Bachelor’s degree or equivalent diploma.• Dynamic leader with experience and passion for managing large and diverse teams across multiple workflows in afast-paced environment, able to deal with rapid change and ambiguity.• 8 years of experience in operations, preferably in BPO/ITES industry• 5 years of people management experience, including managing team leaders, and a strong desire to developteam members.• Empathy for the Social community platform users and passion to create an exceptional user experience andprovide outstanding support.• Significant experience in a complex fast paced environment.• Excellent written and verbal communication skills
Preferred Requirements:
• Having high cultural awareness of political and social situations is a plus!• Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)• Build a positive relation with Client to create new business opportunities.• Identify potential risks and opportunities for improvement in the process and suggest solutions
Responsibilities:
• Manage the overall performance and governance of the Statements of Work (together with Vendor AccountManagement / Business Development).• Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW. Prompt identification and resolution of Service delivery issues including implementation ofpreventative measures.Transition management during set up phase or expansion phases.• Establish the Vendor infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities, and communication resources. Install all Service deliveryprocesses and Service Levelreporting mechanisms.• Provide exceptional people management, mentorship, and career development to members of your team,including managers and Agents, achieve low attrition levels and high employeeengagement.• Drive Operations teams to deliver continuous improvement and productivity/quality gains.• Flag and escalate business risks timely to the Client teams.
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