Call Center Team Lead
- Employment Type
- Full Time
Next Steps
This job is closed to new applicants.
Description
Are you ready to get your new year off to a great start? Are you looking for a position where you can utilize your leadership skills as part of a team? Do you want to be a part of an amazing organization? If you answered yes, come join us at Cleveland Sight Center!
Under the supervision of the Call Center Manager, the Team Lead will supervise a team of agents and perform the agent duties of a Customer Service Representative. The Team Lead will help their assigned team of Customer Service Representatives to learn and improve ability to perform the job. Responsible for scheduling, supervision and Individual Development Plans for each agent on their team. Responsible for the carrying out safety and security procedures in behalf of staff in absence of Call Center Manager. Must be available to work shifts and provide coverage during all call center hours (including days, nights, weekends and holidays - with advance notice).
Responsibilities
- Perform all Customer Service Representative duties including call handling and email handling.
- Supervise an assigned team of Customer Service Representative which will include providing the 90-Day and Annual Performance Review, facilitating Corrective Action, Individual Development Plans and One on One Coaching forms for each member of the team.
- Work with Manager to set the schedule for Customer Service Representatives on their team.
- Work with QA Team and Manager to identify trends and need for up training. Review and analyze QA reports and productivity reports. Make recommendations on how to improve performance.
- Partner with trainer and other Team Leads to develop up training materials.
- Monitor Field Notes and feedback from Customer Service Representatives for trends and suggest adjustments to call handling procedures.
- Improve each member of the team’s customer service through coaching and training to enhance performance.
- Provide immediate feedback, assistance, and follow-up to members of the team,
- Help identify any problem areas regarding team member’s work habits and make recommended solutions.
- Observe job performance and behaviors and produce required documentation which includes daily reports and other reports.
- At times, provide floor support to Customer Service Representatives including those not on assigned team.
- Monitor and manage the call and email queues as necessary.
- Be available during all hours of operation to provide coverage to call center.
- Perform other duties upon request of supervisor.
Required Skills and Experience
Education: High School Diploma/GED. Experience working in a
call center or employment services preferred.
Experience: Two
to three years relevant working experience in a customer service, call center,
or employment services environment.
Skills: Excellent
computer, written and oral communication skills. Ability to work well under pressure. Able to work well with individuals with
visual impairment and other disabilities.
Must have knowledge of call center and/or customer service work
environments. Ability to provide training
to improve skills in a production environment.
Physical:While performing the
duties of this job the employee is: Regularly required to talk and hear while
communicating face-to-face and by telephone; Required to use hand to type on a
computer keyboard, handle objects and paperwork;
Frequently required to sit,
stand and bend at the knee and waist and walk; Required to reach and hold on to
items at chest level or reach above the shoulder; Must be available to work
extended hours as needed. May require
some travel, but rarely.
ABOUT US
At Cleveland Sight Center, we value our employees and their commitment to our mission and offer competitive benefits such as generous paid time off, medical and dental insurance, 401(k) with employer match, life insurance, short and long term disability as well as a welcoming and compassionate work environment.
Founded in 1906, Cleveland Sight Center’s mission is to empower people with vision loss to realize their full potential, and to shape the community’s vision of that potential. We are constantly enhancing the breadth of our services and the sense of community to be a true partner for life for our clients and their families and caregivers.
The heart of our services is EDUCATION, EMPLOYMENT, and EMPOWERMENT. These form a continuum that underlies all that we do to help our clients achieve the independence to which they strive. Through our commitment to excellence and innovation we continue to be a national leader in the delivery of services to individuals with vision loss.
Diversity and Inclusion
The Cleveland Sight Center is committed to values of diversity and inclusion in order to create a climate of respect that is supportive to everyone’s individual success. We take a step beyond simple legal compliance in the recruiting process and employment tenure. We strive to provide an environment favorable to all regardless of race, color, religion, gender, sexual orientation, gender identity, pregnancy, marital status, age, nationality, ethnicity, ancestry, disability, military status, genetic information, protected veteran status, or any other factor or characteristic protected by law. We recognize that the responsibility for diversity and inclusion lies with all at the agency: leadership, administration, staff and volunteers.