Team Lead - Contact Center and Operations

Summary of This Role

Manages the departmental operations for the call center. Interacts with client leadership requiring issue resolution. Oversees the efficiency and quality of monitoring call volumes ensuring Service Level Agreements are maintained. Plans, directs, supervises, and evaluates workflow. Conducts call pattern forecasting activities. Establishes procedures and scripts used by team members. Improves processes, procedures, and productivity based on statistics such as total calls, average number of calls on hold, hold times, etc. Ensures that reporting is accurate and completed in a timely manner. Manages call lists including verifying tracking processes and contact attempts. Resolves systems problems that may affect departmental standards.

What Part Will You Play?

• Handles the daily operations of individual teams in a productive manner to maintain contracted client performance standards.
• Monitors time and attendance and adherence ...