Team Lead

Job Summary

A company is looking for a Team Lead to manage day-to-day operations of one or more teams in the call center.

Key Responsibilities

• Oversees teams of customer service associates handling inquiries via phone and email
• Monitors operations for adherence to service level standards and company policies
• Evaluates performance, provides feedback, and coordinates customer service activities with other functions

Required Qualifications

• Ability to lead and manage large teams effectively
• Working knowledge of workforce management practices and tools
• Demonstrated analytic and root cause analysis skills for process improvement initiatives
• General skills in the use of MS Office and other standard software applications
• Ability to work both independently and in a team environment