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)
Upper Lake Processing Services (ULPS) is a call center operation wholly owned and operated by the Habematolel Pomo of Upper Lake, a federally recognized Native American tribe located in Northern California. Our talented team provides call center support services to the Tribe’s flagship online lending brand, Uprova, and any future brands. Uprova is an industry leading lender that provides safe online personal loans that help people meet unexpected emergencies and cash-flow needs quickly and easily. Our talented team serves a critical role as the voice of the customer by providing world-class customer service to Uprova’s new and returning customers.
The ULPS team operates out of the company’s call center locations in Upper Lake, CA and Lenexa, KS. Employees receive training, competitive pay and benefits, monthly performance bonuses and 401(k) with a 4% match! The call center team is ambitious, forward-thinking, passionate and moves fast! Are you ready to grow with us?
Purpose of the Position: Provides solutions and superb service to client requests and needs via live phone calls, emails and/or chats.
Key Responsibilities:
Required Education:
Skills & Abilities:
Physical Requirements:
Indian Preference
Native American Indian preference shall apply to the position in accordance with Title VII of the Civil Rights Act of 1964 (42 U.S.C. 2000e-2(i)), regulations of the Office of Federal Contract Compliance Programs (41 C.F.R. 60-1.5(a)(7)), and/or other relevant laws. Applicants claiming Indian preference must submit verification of Indian eligibility with their application.
Clear All
0 Contact Center Team Leader (Includes Selling) jobs found in Kansas City, KS area