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