Contact Center Team Leader (Includes Selling) jobs in Baltimore, MD
Contact Center Team Leader (Includes Selling) supervises contact center agents that make and receive calls focused on selling and promoting products or services. Monitors and evaluates interactions, workflow, and metrics to meet performance standards and sales targets. Being a Contact Center Team Leader (Includes Selling) coaches agents in best practices to respond to customer inquiries using scripts, dialogues, or talking points and how to identify opportunities to upsell additional products and services. Ensures that routine service requests are processed or redirected correctly. Additionally, Contact Center Team Leader (Includes Selling) responds to and resolves escalated issues or transfers complex requests to appropriate support teams. Prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a head of a unit/department. The Contact Center Team Leader (Includes Selling) supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Contact Center Team Leader (Includes Selling) typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Recently Added Contact Center Team Leader (Includes Selling) jobs
Contact Center Team Manager
- RadNet
-
Owings Mills, MD
FULL_TIME
-
Job Summary:Requirements:
Responsible for managing and overseeing a team of schedulers or specialty team members and their daily activities. Supports running of the
contact center operations to ensure we provide exceptional customer service to patients, providers, and imaging center staff. Accountable for
achieving team performance goals, contact center operational goals and responsible for making decisions regarding hiring, coaching and
counseling employees. Positively leads team and supports execution of strategic initiatives minimizing impact to our customers, employees
and operations.
Core Work Activities:
- Leads team of employees including hosting team huddles, individual agent check-ins, hiring, coaching, counseling and termination.
- Responsible for Manager of Duty shifts ensuring contact center exceeds performance goals including calls handled, calls abandoned,
- Manages daily operation of phone system, update daily stats, and runs ad-hoc reporting as needed.
- Troubleshoots and escalates all phone and systems issues in a timely manner.
- Provides feedback in a timely manner regarding team operation including success metrics tied to initiatives, performance management,
- Understands every aspect of the business including workflow, RIS, goals and performance results, and reporting, etc.
- Leads and implements development plan for team members.
- Facilitates check in meetings with team members.
- Manages, motivates and supports team to succeed.
- Supports director with projects and initiatives as it relates to contact center operations, including specialty teams
- Provides input on Employee Performance Reviews and ensures reviews and coaching sessions are completed on time.
- Actively and positively participates in execution of engagement activities (i.e., Employee Appreciation Week).
- Responsible for time card processing and attendance tracking.
- Manages time effectively and efficiently.
- Lead project beta testing or pilot, as requested. Have intimate knowledge of project initiative, impact, and results and update contact
- Reviews current workflows and offers suggestions to streamline processes.
Requirements (Knowledge, Skills & Abilities):
- Proven excellent leadership and interpersonal skills; able to inspire and motivate employees.
- Being able to lead in an agile and fast paced environment.
- Being able to adapt and absorb change quickly and lead staff throughout change; needs to be a change champion.
- Must be able to positively embrace strategic initiatives and execute as scheduled; able to accurately reporting findings and success
- Must be able to type accurately with precise data entry skills.
- Must demonstrate professionalism and the ability to multi-task and work under pressure effectively. Ability to maintain confidentiality of
- Ability to thoroughly understand scheduling process and specialty work.
- Understand specialty processes
- Excellent telecommunication, verbal communication and demonstrated organizational skills.
(including pregnancy), gender, gender-identity, national origin, ancestry, genetic information, citizenship, age, mental or physical disability, veteran/military status, qualified disabled
veteran, marital/ domestic partnership status, religious creed, medical condition, sexual orientation, political activity, or any other characteristic protected by federal, state or local
laws. RadNet does participate in E-I9 Verify.
CCCE Team Manager– JOB DESCRIPTION /2022
2
CCCE Team Manager
CANDIDATE PROFILE
Education and Experience
- Minimum 1 year of contact center experience preferred
- Strong experience and aptitude in various Windows-based programs
- Outstanding written and verbal communication skills.
- Excellent organizational/planning management skills.
- Ability to present ideas and information in a concise, organized way.
This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands
and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Must be able to use a
computer and other office machinery including copiers, scanners and computer software. Also, must be able to lift
up to 10 pounds occasionally. The position requires the ability to travel (~20% of time), drive a vehicle, and utilize
other forms of transportation. - 21 Days Ago
Team Leader
- The Renfrew Center of Maryland, LLC
-
Towson, MD
FULL_TIME
- The Renfrew Center of Baltimore, MD has an immediate opening for a Full-Time Team Leader Build your career with the leading provider in the field of eating disorders! As a company that values diversit...
- 15 Days Ago
Team Leader
- Renfrew Center (Default)
-
Towson, MD
FULL_TIME
- The Renfrew Center of Baltimore, MD has an immediate opening for a Full-Time Team Leader Build your career with the leading provider in the field of eating disorders! As a company that values diversit...
- 15 Days Ago
Team Leader
- Chick-fil-A | Towson Town Center
-
Towson, MD
FULL_TIME
- At Chick-fil-A, Team Leaders are responsible for assisting the management team in all aspects of shift management and ensuring that each restaurant guest has an outstanding experience. Team Leaders ar...
- 23 Days Ago
Imaging Center Team Leader
- Radnet Management, Inc.
-
Baltimore, MD
FULL_TIME
- OverviewArtificial Intelligence; Advanced Technology; The very best in patient care. With decades of expertise, we are Radiology Forward. With dynamic cross-training and advancement opportunities in a...
- Just Posted
Imaging Center Team Leader
- RadNet
-
Baltimore, MD
FULL_TIME
- In addition to performing regular duties within the department (technologist duties), this position leads and promotes the operations of the imaging center or department where team members work as a t...
- 5 Days Ago
Filters
- Current Active Filter
- Baltimore, MD
Clear All
- Filter Jobs By posted time
- Within 1 Day
- Within 2-7
- Within 1 Month
- Within 3 Months
0 Contact Center Team Leader (Includes Selling) jobs found in Baltimore, MD area
About Baltimore, Maryland
Baltimore (/ˈbɔːltɪmɔːr/) is the largest city in the state of Maryland within the United States. Baltimore was established by the Constitution of Maryland as an independent city in 1729. With a population of 611,648 in 2017, Baltimore is the largest such independent city in the United States. As of 2017[update], the population of the Baltimore metropolitan area was estimated to be just under 2.808 million, making it the 20th largest metropolitan area in the country. Baltimore is located about 40 miles (60 km) northeast of Washington, D.C., making it a principal city in the Washington-Baltimo...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Team Leader (Includes Selling) jobs
$69,312 to $96,229
Baltimore, Maryland area prices
were up 1.5% from a year ago
were up 1.5% from a year ago