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)
Guadalupe-Parkway Neighborhood Centers
Job Description: Team Leader
Accountable to: Site Supervisor under the direction of the CEO
Work period: May 28th to August 9th, Monday-Friday from 8:30am-5:30pm
Adherence to the mission of this organization:
All other duties as specified by the CEO/Site Supervisor
PRINCIPLE DUTIES:
Enforce Center rules and regulations
Keep area clean and neat
Monitor all activities for your team
Implement appropriate disciplinary action
Complete documentation daily
Arrive prepared to facilitate all assigned group activities
Participate in staff meetings
Engage with your group during designated hours
Supervise the daily activities students are involved in
Empower and encourage your team
Work cooperatively with other teams
Stimulate each students full potential, growth & development
Communicate daily with parents/guardians of children
Teach daily life skill lessons and assist with homework
Utilize computer lab 2 hours weekly per schedule
Communicate with site supervisor daily about challenges or achievements within your team
Report any damages to GPSC property immediately to supervisor
Follow Programs and deliver with enthusiasm
nAdhere to the Positive Behavioral Support Model
Other duties as assigned by the CEO & policy manual
Employees whose behavior appears to endanger the health, safety and well being of children will not be tolerated and cause for immediate termination according to the policies and procedures. As a program facilitator of this organization, you must relate to the children with courtesy, respect and patience at all times.
Job Type: Full-time
Pay: $12.00 per hour
Schedule:
Education:
Ability to Commute:
Work Location: In person
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