Contact Center Team Leader (Includes Selling) jobs in Phoenix, AZ

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)

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Contact center supervisor
  • The Home Depot
  • Phoenix, AZ FULL_TIME
  • Position Purpose : The Contact Center Supervisor leads and coaches assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services.

    They contribute to the overall success and profitability of the contact center by ensuring that assigned team meet and / or exceed department goals and objectives.

    They are accountable for the direct supervision of the work activities of others; this includes personnel issues-including selection, termination, performance appraisal and professional development of subordinates.

    The Contact Center Supervisor leads a team of associates in executing strategies and objects set forth by management and is responsible for recruiting, hiring, training and managing customer service associates to achieve department and position goals.

    Incumbent should be self-motivated and able to motivate others to work as a team. The Contact Center Supervisor must be able to effectively communicate verbally and in writing with all internal and external stakeholders.

    • Key Responsibilities : 50% Action Oriented - Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals;
    • Including accurate and timely handling of customer transactions, monitoring associate productivity and service levels for quality;
    • ensuring proper associate scheduling; Leads by example the execution of strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met20% Drives Engagement - Supports the building and developing of an effective and high performance, team through training, coaching and development;
    • Provides hands on daily coaching in order to improve and maintain team performance and is directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports;
    • Leads and directs in a manner that inspires15% Drives Results - Maintains statistics for individual direct reports, analyzesdepartment results, troubleshoots operational problems and completes team reports as required;
    • Works with contact center managers to identify operational improvements, identify opportunities for contact center efficiency and interdepartmental partnership15% Manages Conflict - Identifies and analyzes escalated problems and provides guidance to direct reports for resolution;
    • Serves as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction;

    Answers front line customer inquiriesDirect Manager / Direct Reports : This position typically reports to Contact Center ManagerThis position has 6 Direct ReportsTravel Requirements : No travel required.

    Physical Requirements : Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about.

    On rare occasions there may be a need to move or lift light articles.Working Conditions : Located in a comfortable indoor area.

    Must be legally permitted to work in the United States.Preferred Qualifications : Working knowledge of Microsoft Office SuiteWorking knowledge of TableauWorking knowledge of presentation software (e.

    g., Microsoft PowerPoint)Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract)1 year of previous leadership experienceMinimum Education : The knowledge, skills and abilities typically acquired through the completion of a high school diploma and / or GED.

    Preferred Education : No additional educationMinimum Years of Work Experience : 1Preferred Years of Work Experience : No additional years of experienceMinimum Leadership Experience : NonePreferred Leadership Experience : NoneCertifications : NoneCompetencies : Action OrientedCollaboratesDrives EngagementCommunicates EffectivelyCustomer FocusDrives Results#J-18808-Ljbffr

    Last updated : 2024-03-06

  • 19 Days Ago

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Admissions Contact Center Supervisor
  • Universal Technical Institute
  • Phoenix, AZ OTHER
  • Overview Step into a dynamic supervisory role in-person at our corporate headquarters. You’ll be at the heart of our Contact Center, leading a team of Appointment Specialists. Your team plays a pivota...
  • 21 Days Ago

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Contact Center Director (REMOTE)
  • HGI Homesite Group Incorporated
  • Phoenix, AZ FULL_TIME
  • Homesite Insurance was founded in 1997 and was one of the first companies to enable customers to purchase home insurance directly online, during a single visit. Since then, we've continued to innovate...
  • 25 Days Ago

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Contact center representative
  • TEKsystems
  • Phoenix, AZ FULL_TIME
  • TEKsystems in partnership with One Medical* Opportunity Details : Duties : Duties including but not limited to insurance help, appointment scheduling, billing inquiries, refill authorization, and appo...
  • 2 Days Ago

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Contact Center Representative 19.25/hr
  • TEKsystems
  • Phoenix, AZ FULL_TIME
  • *TEKsystems in partnership with One Medical* Opportunity Details: Duties: Duties including but not limited to insurance help, appointment scheduling, billing inquiries, refill authorization, and appoi...
  • 3 Days Ago

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Member Contact Center Manager
  • Credit Union West
  • Glendale, AZ FULL_TIME
  • Job Description Job Description Credit Union West has been named a Top Company to Work for in Arizona’ for the 11th year in a row (2013-2023)! This prestigious award announced by BestCompaniesAZ is ea...
  • 4 Days Ago

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0 Contact Center Team Leader (Includes Selling) jobs found in Phoenix, AZ area

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Call Center Sales Representative
  • Velocity Business Solutions, LLC
  • Phoenix, AZ
  • Job Description Job Description Lifetime Earnings on Every Sale Who We Are: At Velocity Business Solutions, we're at the...
  • 3/28/2024 12:00:00 AM

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Customer Service Representative
  • Motion Recruitment
  • Phoenix, AZ
  • Our client, a leading bank that provides a full range of banking products and services, is seeking to hire a Client Serv...
  • 3/28/2024 12:00:00 AM

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Customer Service Representative | Phoenix, AZ
  • CornerStone Staffing
  • Phoenix, AZ
  • Job Description Job Description Job Title: Customer Service Representative Location: North Phoenix, AZ Pay: $18/hourly J...
  • 3/28/2024 12:00:00 AM

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Retail Customer Service Team Member
  • Michaels Stores, Inc.
  • Tempe, AZ
  • Store - PHX-TEMPE, AZ Deliver friendly customer service, help customers shop our store and find what they're looking for...
  • 3/28/2024 12:00:00 AM

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IT Call Center Agent
  • All About People
  • Phoenix, AZ
  • Job Description Job Description Job Posting: IT Call Center Agent Position: IT Call Center Agent Location: Phoenix, Ariz...
  • 3/27/2024 12:00:00 AM

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IT Call Center Agent
  • SA Technologies
  • Phoenix, AZ
  • Job Description Job Description Role: IT Call Center Agent Estimated Duration: 6+ months Location: Phoenix, AZ (hybrid) ...
  • 3/26/2024 12:00:00 AM

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Service Center Sales Specialist
  • The McAlear Group
  • Phoenix, AZ
  • This position will be the conduit experience between customers and the local service center. We believe that customer se...
  • 3/25/2024 12:00:00 AM

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Customer Product Support - Hybrid/Remote
  • Generac Power Systems
  • Phoenix, AZ
  • *This position offers remote and hybrid capabilities following a minimum of 90 days in office and is contingent upon you...
  • 3/25/2024 12:00:00 AM

Phoenix is in the southwestern United States, in the south-central portion of Arizona; about halfway between Tucson to the southeast and Flagstaff to the north. By car, the city is approximately 150 miles (240 kilometers) north of the US-Mexico border at Sonoyta and 180 mi (290 km) north of the border at Nogales. The metropolitan area is known as the "Valley of the Sun" due to its location in the Salt River Valley. It lies at a mean elevation of 1,086 feet (331 m), in the northern reaches of the Sonoran Desert. Other than the mountains in and around the city, the topography of Phoenix is gener...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Team Leader (Includes Selling) jobs
$66,392 to $92,173
Phoenix, Arizona area prices
were up 2.2% from a year ago