Team Lead
Current· Assists Call Center Supervisor with call center operations and activities · Supervises a team of CSRs · Receives feedback from Quality Assurance and uses the information to improve team members’ performance - Performs Quality Assurance duties for CSR who are not on my team by reviewing calls and providing feedback· Assists in the training and development of my team · Ensures that my team is aware of updates addressed to them by Call Center Management · Monitors team performance metrics and coaches individual Enrollment Specialists to meet goals · Acts as a resource to my team by answering questions about operations and by recommending resolutions for customer complaints · Is attentive to call center morale and works to improve general mood · Brings team grievances to Call Center Management for resolution · Addresses escalated customer complaints and works for an acceptable resolution which serves the customer consistently with InspiriTec needs and values · Monitor team attendance and report excessive deviations from schedule to Call Center Supervisor · Monitor inbound call queue to ensure timely answering of calls and to ensure all staff are assisting with volume, adjusting individual breaks to meet demand- Oversee the accuracy of team members time cards.
