Call Center Team Lead Cover Letter

In response to your job posting for call center team lead, I am including this letter and my resume for your review.

Previously, I was responsible for project coordination and analytical skills for various call center / contact center needs.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Call Center and/or training experience in a call center is preferred
• Demonstrated computer proficiency with window based applications within a network environment
• Proficiency in Office software and Knowledge Management programs
• Exceptional verbal and written communication skills, detail orientated
• Lucent/Avaya phone technology or Call Management System (CMS)
• CRM tools (such as Clarify)
• WFM tools (such as Aspect)
• Six months prior call center or customer service related experience preferred

I submit this application to express my sincere interest in the call center team lead position.

Previously, I was responsible for coaching and mentoring to contact center supervisors and team leads and occasionally to Customer Service Representatives.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Handles inbound phone calls to fill-in for staff shortages
• Provides support for CSRs on the floor and the walk in center
• Have worked in an operations department
• Have worked with figures and understand basic mathematics needed for reporting, analysis, and differentiation purposes
• Have worked in a performance driven environment
• Have lead a team of people
• Have previous call center Team Lead experience
• Able to work flexible call center hours

I am excited to be applying for the position of call center team lead. Please accept this letter and the attached resume as my interest in this position.

Previously, I was responsible for support and maintenance of UnitedHealth Group's contact center infrastructure and applications with an emphasis on the Contact Center Application NICE call recording platform.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Meeting with management staff across Operations to identify and determine new training needs using a variety of assessments, data analysis, and targeted focus group sessions and time and motion studies
• Evaluating the effectiveness of training programs to properly measure ROI
• Collaborating with management to identify and develop course curriculum (scripting, lesson plans, job aids, activities, presentations) to support process and procedure including, product knowledge, system, customer interaction and claims management
• Identifying gaps in current processes and procedures to ensure training curriculum is up to date and reflects business strategy
• Evaluating calls and coaching agents to develop and enhance performance
• Providing coaching and team building skills with staff
• Identifying and addressing needs of business to ensure timely response to all request
• Developing and implementing process changes that support a positive customer experience

Please consider me for the call center team lead opportunity. I am including my resume that lists my qualifications and experience.

In the previous role, I was responsible for call center briefings on the status relevant performance measures to the Medical Center Director and Chief of Primary Care as requested.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Handling escalated issues and de-escalating callers when necessary
• Generating daily work load reports & departmental objectives for staff
• Attending weekly meetings and provide feedback & reports of staff performance
• Serves as the technical subject matter expert of program information
• Assists the CSRs on the floor with answering customers’ questions by providing guidance and technical support when needed
• Supports the Supervisor in the daily operation of the team and for leading the team in the Supervisor’s absence
• Helps the Supervisor monitor CSR activity such as agent handle times, efficiency, and schedule adherence
• Conducts side-by-side monitoring to review and document results then provides written feedback to the Supervisor for coaching

In response to your job posting for call center team lead, I am including this letter and my resume for your review.

Previously, I was responsible for daily direction and communication to contact center associates, including assigning and advising work; rewarding and mentoring employees; and addressing and resolving employee relations issues.

My experience is an excellent fit for the list of requirements in this job:

• Demonstrate creative communication strategies and programs that motivate and develop teams
• Current Nursing License (with no current/pending restrictions)
• Proven success in supporting strategic plans and attaining goals in a fast-paced, dynamic environment
• A solid track record of managing customer service complaints
• Bilingual (Spanish and French Creole preferred)
• Knowledge of medical practices, , registration, claims, authorizations, admissions, enrollment and customer service policies and protocol
• Proficiency in PMA, Microsoft Word and Excel and familiarity with online/electronic authorization and claims systems
• Preferred Knowledge of WFM, Avaya, CMS, call recordings, and/or Cisco