Overview

Job DescriptionThe Call Center Team Leader will provide support services to the Call Center Manager by (1) Ensuring calls are audited for quality standards, (2) Providing training support for Call Center Representatives and (3) Monitoring activities on call center floor. This position is temp-to-hire.Responsibilities:”Monitor calls on a daily basis for future coaching purposes”Document evaluations – qualitative and quantitative – using NCC Auditing form”Prepare reports as requested by management”Assist management with new hires”Monitor call center floor for quality assurance by direct observation”Communicate issues directly to management and coach call center representatives, as directed by Call Center ManagerRequirements:”Minimum 2 years work experience as a call center, customer service or telesales rep”Strong working knowledge of call center scripts, processes, technology and organizational procedures”Excellent written and verbal communication skills”Strong interpersonal skills”Attention to detail We are an equal employment opportunity employer and will consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, age (40 and over), gender identity, national origin, protected veteran status, disability or any other protected classification under federal and state law.


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