Contact Center Team Leader (Includes Selling) jobs in Utica, NY

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)

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Contact Center Representative
  • Preferred Mutual Insurance Company
  • Berlin, NY FULL_TIME
  • Must reside in close proximity, within 1 to 1.5 hours of New Berlin, NY because of on-site responsibilities.

    Hybrid Role: this position requires onsite training at our New Berlin, NY Office for approximately the first 2-3 months of employment. Then occasional on-site responsibilities after training are complete.

    Schedule: Monday through Friday. Hours rotate on a weekly basis between the two following shifts:

    • Week 1: 7:45 - 4:15pm
    • Week 2: 8:30am - 5pm

    Contact Center Representative I will take approximately 60 phone calls a day.

    At Preferred, we understand the importance of holistic health. To meet the diverse needs of our employees, we offer a comprehensive set of benefits:

    Financial

    • Short-term disability, long-term disability, and life insurance coverage are provided at no cost
    • Optional benefits include enhanced life insurance and critical illness plans
    • 401k plan with an employer contribution that you will receive regardless of your own contribution to the plan
    • Pension Plan
    • Certain positions may also be eligible for short-term incentive plans.

    Social

    • Generous paid time off, offering of 25 days at hire (prorated based on start date for the first year)
    • 7 days of paid sick leave
    • 10 paid company holidays
    • Personalized paid time off after 3 years!

    Emotional

    • Access to Modern Health, a provider of accessible, personalized mental health care

    Physical

    • Medical, dental, and vision coverage options begin on the first day of employment.
    • Flex Spending Accounts and Health Savings Accounts (with employer contribution) are available based on the medical plan you choose

    YOUR PURPOSE AND FUNCTION IN OUR COMPANY:

    The Business Services Contact Center Representative will work to provide an exceptional experience to our valued internal and external customers by processing transactions and delivering services for high-touch and high-volume transactions and interactions of lower to medium complexity within the Business Services Unit (BSU), specifically the Call Center.

    The Business Services Contact Center Representative will:

    • Learn all aspects and answer calls in all queues in the Contact Center
    • Billing Calls will be learned first, with expected proficiency within 30 days of starting the role.
    • Agent Calls will be learned next, with expected proficiency within 90 days of starting the role.
    • All other queues will have an expected proficiency within 180 days starting the role.
    • Follow established SOP's and provide continuous improvement feedback to SOP's.
    • Meet individual goals within defined KPI's and SLA's.
    • Escalate issues and non-routine transactions to supervisor as appropriate.
    • Efficiently and effectively converse with customers, agents, and other callers to ensure their concerns and questions are heard and all issues are resolved to the best of our ability. Ability to transition from one call queue to the next as call volumes require.

    KEY CAPABILITIES FOR SUCCESS:

    • A positive, customer-first attitude.
    • Attention to detail.
    • Team focus, able to work collaboratively as a member of a team.
    • Excellent listening skills.
    • Excellent verbal and written communication skills, able to communicate in English effectively.
    • Maintain a consistent quality and quantity of work at established standards.
    • Maintain confidentiality.
    • Ability to learn various technology platforms and navigate them simultaneously.

    QUALIFICATIONS:

    • High School Diploma required.
    • 2 years' work experience required, with call center experience strongly preferred.
    • Experience with various technology platforms utilized by Preferred Mutual including but not limited to Microsoft Windows, Microsoft Office Suite, etc.) desired.

    ABOUT US:

    As a mutual company, we are independent by nature, so we think about insurance solutions a little differently. Through listening, problem solving, examining your challenges, and collaborating on the right solutions for you, Preferred Mutual independent agents provide flexible solutions and adapt to your evolving needs. We are People First - committed to creating an environment that fosters the success and well-being of all our people; when our people thrive, our business and communities thrive. We have a flexible and high performing work environment offering opportunities for professional development, challenging careers, and competitive compensation. We also offer a dog in the workplace policy for our canine co-workers. With Preferred, there are no surprises. You can count on us to deliver on our promises and be there when you need us, as your insurance provider and your employer. Preferred Mutual is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

    DISCLAIMER:

    This role (job) description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification. The duties described are not to be interpreted as being all-inclusive to any specific employee. Management reserves the rights to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job. Nothing in this position description changes the at-will employment relationship existing between Preferred Mutual Insurance Company and its employees.

    The base pay range for this position is $17.00 to max $21.25 paid on an hourly basis. The rate offered to any candidate will be reflective of the candidate’s experience and any relevant education, certification, or qualifications related to their ability to perform the responsibilities of this position as permitted by law.

    Please note, we can offer employment to residents in the following states only: Connecticut, Delaware, Massachusetts, Maryland, Maine, New Hampshire, New Jersey, New York, Pennsylvania, Rhode Island, Vermont.

    Job Type: Full-time

    Pay: $17.00 - $21.25 per year

    Benefits:

    • 401(k)
    • 401(k) matching
    • Dental insurance
    • Health insurance
    • Health savings account
    • Life insurance
    • Paid time off
    • Retirement plan
    • Vision insurance

    Physical setting:

    • Call center

    Schedule:

    • 8 hour shift
    • Monday to Friday

    Application Question(s):

    • What is your salary expectation?
    • Training will be onsite for the first 2-3 months, Monday through Friday. Are you able to come on-site to New Berlin, NY for the first 2-3 months of employment?

    Work Location: Hybrid remote in New Berlin, NY 13411

  • 19 Days Ago

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Contact Center Representative I
  • Preferred Mutual Insurance Company
  • Berlin, NY FULL_TIME
  • Must reside in close proximity, within 1 to 1.5 hours of New Berlin, NY because of on-site responsibilities.Hybrid Role: this position requires onsite training at our New Berlin, NY Office for approxi...
  • 1 Day Ago

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CAH-EVS TEAM LEADER
  • Claxton-Hepburn Medical Center
  • Carthage, NY FULL_TIME
  • Internal Posting Dates: March 2, 2023 – March 9, 2023 Environmental Services – Team Leader: Full-time 3pm-11pm (Primary) various shifts – Float – All Facilities Pay Range $17.41-$21.30* To assist the ...
  • 10 Days Ago

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Team leader
  • TURNING STONE RESORT CASINO
  • Verona, NY FULL_TIME
  • Starting pay rate at $20.50 / hr Are you seeking an exciting opportunity or considering a change in your career path? Join our Housekeeping team now! As a Housekeeping Team Lead, you'll conduct daily ...
  • 1 Day Ago

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Team Leader
  • The Kraft Heinz Company
  • Lowville, NY FULL_TIME
  • Job DescriptionThe Kraft Heinz Company is currently seeking Team Lead to work at our food processing facility in Lowville, NY. Successful candidates must be willing to supply improvements suggestions ...
  • 13 Days Ago

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Associate Team Leader
  • H&R Block
  • Whitesboro, NY FULL_TIME
  • At H&R Block, we believe in the power of people helping people. Our defining Purpose is to provide help and inspire confidence in our clients, associates, and communities everywhere. We also believe i...
  • 20 Days Ago

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0 Contact Center Team Leader (Includes Selling) jobs found in Utica, NY area

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Clinician / Licensed Mental Health Therapist - LMSW/LMHC/LMFT
  • A dynamic organization dedicated to improving the lives of individuals and families.
  • Utica, NY
  • Job Description Job Description Competitive Salary and Excellent Benefits + $5,000 Sign-On Bonus! A leading provider of ...
  • 3/29/2024 12:00:00 AM

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Certified Registered Nurse Anesthetist
  • Griffiss Surgery Center
  • Rome, NY
  • Job Description Job Description Griffiss Surgery Center is THE premier, state-of-the-art surgical services facility in t...
  • 3/29/2024 12:00:00 AM

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Senior Manager, Customer Support
  • Rubrik
  • Morrisville, NY
  • **Senior Manager, Customer Support** Morrisville, NC Office **Job Summary** Role: Customer Support Manager, Technical Su...
  • 3/28/2024 12:00:00 AM

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MS BOT Framework Developer - only w2
  • Element Technologies
  • New York Mills, NY
  • MS BOT framework developer Location: NYC- Hybrid Duration: 12+ months 2-3 days a week onsite in NYC The ideal candidate ...
  • 3/28/2024 12:00:00 AM

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Call Center Supervisor
  • CABVI
  • Utica, NY
  • Job Description Job Description CABVI is seeking a Call Center Supervisor to oversee call center operations with and wit...
  • 3/28/2024 12:00:00 AM

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Curriculum Developer (Remote, Part-Time) (DIILS-Distinguished Legal) (Mission Assurance 5)- 17933
  • Huntington Ingalls Industries
  • Rome, NY
  • Requisition Number: 17933 Required Travel: 26 - 50% Employment Type: Part Time/Hourly/Non-Exempt Security Clearance: Abi...
  • 3/28/2024 12:00:00 AM

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Registered Nurse - Med/Surg - Full Time - Nights
  • Mohawk Valley Health System
  • Utica, NY
  • Registered Nurse - Med/Surg - Full Time - Nights Department: NURS MED/SURG 6TH Job Details Req Id 59264 Department NURS ...
  • 3/27/2024 12:00:00 AM

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Draw Operator
  • Kris-Tech Wire
  • Rome, NY
  • Job Description Job Description Job Title: Draw Area Department: Operations/Production Team Reports To: Operations Shift...
  • 3/26/2024 12:00:00 AM

Utica (/ˈjuːtɪkə/ (listen)) is a city in the Mohawk Valley and the county seat of Oneida County, New York, United States. The tenth-most-populous city in New York, its population was 62,235 in the 2010 U.S. census. Located on the Mohawk River at the foot of the Adirondack Mountains, Utica is approximately 95 miles (153 kilometers) northwest of Albany, 55 mi (89 km) east of Syracuse and 240 miles (386 kilometers) northwest of New York City . Utica and the nearby city of Rome anchor the Utica–Rome Metropolitan Statistical Area, which comprises all of Oneida and Herkimer counties. Formerly a rive...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Team Leader (Includes Selling) jobs
$65,434 to $90,843
Utica, New York area prices
were up 1.5% from a year ago