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)
Description
What does a Contact Center Supervisor Do?
As the Contact Center Supervisor, your role is pivotal in orchestrating resources and performing key leadership tasks. These tasks include service level adherence, case management, customer de-escalation, and quality control for our clients’ products and services. You will also coordinate the activities of our dedicated contact center representatives, ensuring an unparalleled customer experience and fostering the continuous development of our team. Your leadership will be instrumental in driving our contact center’s success and maintaining the highest standards of service for our clients.
Location: Onsite at our Bristol PA location.
Benefits: Full Time benefits eligible including Medical, Dental, Vision, Time Off, Wellness Program, Retirement, and more.
Responsibilities:
Requirements
Employment is contingent upon completing and passing a background & live scan check. MetaSource is an equal opportunity employer.
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