Inbound Team Lead (On Site)
The Ken Garff Listening Center is looking for a strong customer service oriented Inbound Team Lead (On Site).
Come join a fun call center team that feels like a second family, where your career and future matter. Build your career with Ken Garff. A Inbound Team Lead in the Ken Garff Listening Center is a leader. They love helping people and help to lead, train and develop our agents so that they can provide our customers with a world class experience. They are confident communicators. They know how to listen and are excellent with detail.
Pay is $19/hour. You'll be working with an established customer base. No sales calls, no cold calling, no HIPPA restrictions and no collections.
Great work schedule!
We are open from 6 AM to 7 PM Monday through Friday and 8 AM to 4:30 Saturdays. We are closed Sunday.
Duties and Responsibilities:
· Manage a team of 12-15 contact center agents.
· Provide ongoing training and product information to contact center agents.
· Motivate and support team members, as well as work effectively with all levels of the contact center.
· Provide coaching, live monitor calls, review recorded calls, and analyze production reports for continuous improvement of agent performance.
· Manage proactive approval and denial of time off requests as well as audit and approve schedules created by workforce management team.
· Maintain familiarity with systems and applications in order to communicate accurate information to agents and/or customers.
· Conduct team meetings to communicate information, review stats and team results, boost team morale, etc.
· Conduct annual performance reviews with direct reports
· Participates in the interviewing and hiring process
· Issues corrective action as necessary
· Ensure all work is performed in compliance with Company Policies.
· Answer customer calls when the center is experiencing high call volume
· Timekeeping approval for contact center agents.
· Perform additional responsibilities as assigned by management.
Qualifications:
· Must be 18 years or older and be authorized to work in the U.S
· 2+ years in a call center environment and/or customer service experience required.
· 2+ years of management or supervisory experience in a customer service environment required.
· HS Diploma or GED required.
· Associate Degree or equivalent combination of education and experience preferred
· Exceptional communication skills both verbal and written
· Proven record of developing and coaching.
· Strong attention to detail and ability to multi-task.
· Proficiency with Microsoft Office Suite.
· Maintain professional dress attire and demeanor
· Valid in-state driver’s license
Here’s why you’ll want to work here:
· Paid Time Off and 401k
· Medical, Dental, Vision, Short- and Long-term disability, AD&D and Life Insurance
· Wellness Program
· Free Professional Counseling for you and your family
· Paid Training and Career Pathing
We are an Equal Opportunity Employer
(( We Hear You ))