Team Lead (Contact Center)

Company : Addition Financial Careers

Job Type : Full Time

1000 Primera Blvd, Lake Mary

Job Description - Team Lead (Contact Center)

Monitors call boards to ensure efficiency in agent work as well as the flow of inbound calls.â¯â¯

Trains personnel in skills and telephone service delivery methodology and philosophy.â¯â¯

Supervises and schedules personnel to ensure adequate staff to meet service delivery demands of members by telephone and occasionally in person.â¯â¯

Continuously monitor Contact Center operating procedures and processes to improve productivity, response time, and the efficient use of both employees and technology.â¯â¯

Has a thorough understanding and knowledge of credit union products and services, telephone equipment and software.â¯â¯

Establishes authority system for problem resolution to ensure fast turn-a-round time.â¯â¯

Monitors attainment of established sales goals for the credit union’s products and services and establishes standards to ensure quality service delivery.â¯â¯

Communicates with managers/supervisory team to identify departmental needs.â¯â¯

Supports Manager and Associate Manager with administrative tasks and coaching process as needed.â¯â¯

Utilizes resources such as Connections, additionfi.com, and training materials, etc.â¯â¯

Understands and utilizes phone and computer systemsâ¯â¯

Provides daily oversight of agent staff and assigns/directs daily duties and work for supporting staffâ¯â¯

Handles escalated member calls and providing solutionâ¯â¯

Assists with interviewing new staff, training support staff, assisting in appraising performance, and resolving problems.â¯â¯

And other department wide projects and tasks as assigned by leadership.â¯â¯

Original job Team Lead (Contact Center) posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.

Share Job

Get your Resume Reviewed for Free

Similar Team Lead Contact Center Jobs in the US

Get your Resume Reviewed for Free

Email address

Why are you reporting this job?

I think it’s a discriminatory or offensive

I think it’s fraudulent or a scam

I think it’s trying to sell something unrelated to the job / it’s asking for money

I think it contains incorrect or broken information

Other

All Job Ads are subject to GrabJobs’s Terms of Service. We allow users to flag postings that may be in violation of those terms. Job Ads may also be flagged by GrabJobs moderation team. However, no moderation system is perfect, and flagging a posting does not ensure that it will be removed.

Setup your job alert:

Frequency

By activating job alerts, I agree to GrabJobs Terms & Privacy Policy. I can unsubscribe to job alerts anytime. Skip

Team Lead (Contact Center)

Job Description - Team Lead (Contact Center)

Similar Team Lead Contact Center Jobs in the US

Mobile Apps