Contact Center Team Leader (Includes Selling) jobs in Baton Rouge, LA
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 Specialist
- Essential Credit Union
-
Baton Rouge, LA
FULL_TIME
-
Contact Center Specialist
Position Purpose
Responsible for explaining and cross selling Credit Union services and products to existing and potential members to establish account relationships. Responsible for responding to members requests, inquiries and/or problems relating to products, services, procedures applicable to both the depository and lending functions, and digital programs.
Duties and Responsibilities:- Receive member telephone calls originated in the contact center queue.
- Respond to members’ requests, inquiries, and problems.
- Verify information with member prior to disconnecting any calls/contact.
- Handle member contacts thoroughly and concisely.
- Monitor call volume and seek assistance during periods of high volume.
- Solve issues related to either depository or lending functions.
- Create member service requests for the Fulfillment Agent.
- Explain and cross sells Credit Union products and services to members and potential members.
- Recognize and consider the needs of the members to provide a superior online experience.
- Identify opportunities to strengthen members’ relationships through additional product and service offerings.
- Execute teller transactions, account transactions and loan transactions in a timely and accurate manner.
- Support Credit Union service initiatives such as online services.
- Stay abreast of services and product knowledge to handle most inquiries with minimum supervision.
- Maintain productivity log, member call back list, etc. according to expectations.
- Notify the Contact Center Assistant Manager or Manager if a problem, dispute, or complaint cannot be resolved at Contact Center Agent level.
- Maintain an open line of communications with Contact Center Manager and Assistant Manager on all member correspondence, outstanding issues, and department procedures.
- Maintain written procedures for position.
- Follow regulatory procedures in accordance with Federal and State Regulations
- Perform quality work within deadlines, with or without direct supervision, while adhering to company attendance policies.
- Knowledge of Bank Secrecy Act.
- Knowledge of Reg CC holds.
Major Accountabilities:- Receive member telephone calls originated in the contact center queue.
- Respond to members’ requests, inquiries, and problems.
- Verify information with member prior to disconnecting any calls/contact.
- Monitor call volume and seek assistance during periods of high volume.
- Create member service requests for the Fulfillment Agent.
- Execute teller transactions, account transactions and loan transactions in a timely and accurate manner.
NOTE: THE LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIVE. IT MAY BE SUPPLEMENTED AS NECESSARY FROM TIME TO TIME
Job Specification
High school diploma required and some college level preferred.
Training Requirements:- Maintain working knowledge of Microsoft Office Products (word, excel, and office).
- Use of desktop and laptop computers.
- Working knowledge of other core systems.
- Annual training to ensure compliance with NCUA requirements, rules, and regulations.
Work Experience:- 1-2 years of previous experience in a financial institution setting.
- Six (6) months credit union member service experience.
Skills, Abilities, and Knowledge:- Ability to multi-task, write short correspondence, present information to the members, and cross sell Credit Union products and services.
- Problem solving and solid decision-making ability.
- Excellent written and verbal communication skills.
Physical Requirements
Perform primarily sedentary work on computer or laptop for an average of eight (8) hours per day. Must be capable of climbing/descending stairs in emergency situations. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.
Other Requirements
Must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on confidential matters.
- 1 Month Ago
CT Technologist-Weekend Position (includes benefits)
- Baton Rouge General Medical Center - Mid City
-
Baton Rouge, LA
PART_TIME
- JOB PURPOSE OR MISSION: To perform radiographic exams to include all modalities covered under the staff radiographers license. To monitor and evaluate patient care quality and efficiency as part of a...
- Just Posted
Team leader
- TSC
-
Mc Comb, MS
FULL_TIME
- Job Summary The Team Leader is responsible for assisting the Store Manager and Assistant Store Manager with the execution of operational, sales, and merchandising objectives by delivering a Legendary ...
- 19 Days Ago
Team Leader
- Carrols Corporation
-
Amite, LA
FULL_TIME
- Team MemberOpportunity Awaits!Carrols owns and operates more than 800 Burger King Restaurants, and we need great people on our team! As a Team Member, you will become an important member of a fast-pac...
- 19 Days Ago
Team Leader
- Tractor Supply Company
-
Plaquemine, LA
FULL_TIME
- Overall Job Summary The Team Leader is responsible for assisting the Store Manager and Assistant Store Manager with the execution of operational, sales, and merchandising objectives by delivering a Le...
- 5 Days Ago
Team Leader
- Tractor Supply Company
-
Mc Comb, MS
FULL_TIME
- Overall Job Summary The Team Leader is responsible for assisting the Store Manager and Assistant Store Manager with the execution of operational, sales, and merchandising objectives by delivering a Le...
- 27 Days Ago
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0 Contact Center Team Leader (Includes Selling) jobs found in Baton Rouge, LA area
Call Center Representative
- Contemporary Staffing Solutions
-
Baton Rouge, LA
- Job Description Job Description Contemporary Staffing Solutions is seeking an experienced Call Center Representative to ...
- 4/24/2024 12:00:00 AM
Business Consulting - Business Transformation - Life Sciences - R&D - Senior
- EY
-
Baton Rouge, LA
- EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these q...
- 4/24/2024 12:00:00 AM
Business Consulting - Business Transformation - Life Sciences - Commercial Analytics - Senior
- EY
-
Baton Rouge, LA
- EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these q...
- 4/24/2024 12:00:00 AM
Professional Services Delivery Manager
- EDB
-
Baton Rouge, LA
- **A Little About Us** Innovative, collaborative minds wanted. The world loves Postgres. We envision a world where organi...
- 4/23/2024 12:00:00 AM
Senior Technical Account Manager
- EDB
-
Baton Rouge, LA
- **A Little About Us** Innovative, collaborative minds wanted. The world loves Postgres. We envision a world where organi...
- 4/23/2024 12:00:00 AM
Business Consulting - Business Transformation - Life Sciences - Commercial Analytics - Manager
- EY
-
Baton Rouge, LA
- EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these q...
- 4/22/2024 12:00:00 AM
HBS Banking and Business Blueprint Customer Care Professional (Overnight)
- American Express
-
Baton Rouge, LA
- **Description** **You Lead the Way. Weve Got Your Back.** With the right backing, people and businesses have the power t...
- 4/21/2024 12:00:00 AM
Service Call Center Representative
- Price LeBlanc
-
Baton Rouge, LA
- As a growing company living by the motto "Driven to Excellence," selecting new associates to join our team is the most c...
- 4/21/2024 12:00:00 AM
About Baton Rouge, Louisiana
Baton Rouge (/ˌbætən ˈruːʒ/ BAT-ən ROOZH; from French bâton rouge [bɑtɔ̃ ʁuʒ] (listen), meaning 'red stick') is the capital of the U.S. state of Louisiana. Located on the eastern bank of the Mississippi River, it is the parish seat of East Baton Rouge Parish, the most populous parish in Louisiana. It is the 99th most populous city in the United States, and second-largest city in Louisiana after New Orleans. It is also the 16th most populous state capital. As of the U.S. Census Bureau's July 2017 estimate, Baton Rouge had a population of 227,549, down from 229,493 at the 2010 census. Baton Rou...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Team Leader (Includes Selling) jobs
$64,053 to $88,927
Baton Rouge, Louisiana area prices
were up 1.2% from a year ago
were up 1.2% from a year ago