Call Center Team Lead Job Description

Call Center Team Lead Job Description

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155 votes for Call Center Team Lead
Call center team lead provides updates and discuss open issues with Contact Center Project Managers and Contact Center Business Unit leadership.

Call Center Team Lead Duties & Responsibilities

To write an effective call center team lead job description, begin by listing detailed duties, responsibilities and expectations. We have included call center team lead job description templates that you can modify and use.

Sample responsibilities for this position include:

Role plays with team to ensure product knowledge and build abilities to consult customers during phone conversations
Communicate & provide professional customer service for internal & external customers
Communicate & train employees on any updates or changes in policies & procedures
Review and respond to Quality Assurance reports in order to mentor team members
Conduct daily team huddles to ensure that team members are provided with any process changes and/or updated information
Monitor team members to make certain that policies and procedures are being adhered to for the different Servicers
Develop the team to ensure delivery of a consistent information and superior customer experience
Communicate information from management to team and vice versa
Work closely with team members to solve customer problems
Understand agent’s problems and weaknesses and address them

Call Center Team Lead Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Call Center Team Lead

List any licenses or certifications required by the position: ITIL, V3, KCS

Education for Call Center Team Lead

Typically a job would require a certain level of education.

Employers hiring for the call center team lead job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Associates, Education, Communication, Healthcare, Hospitality, English, Spanish, Business, Management, Marketing

Skills for Call Center Team Lead

Desired skills for call center team lead include:

Contact Center performance requirements corporate and project policies and procedures
Contact Center programs and systems
Microsoft Office applications
Company products and customer service processes
Computers and Microsoft Office software
Medical insurance plans
Medical terminology
Good work ethic
Infinity system and the associated call center systems
Product

Desired experience for call center team lead includes:

Offer solutions and suggestions to management for process improvements
Make outbound and receive inbound calls from/to borrowers to either capture financial information, answer any questions from borrowers or assist in performing warm transfer calls to the Servicer
Ability to speak clearly and effectively communicate with all customers to provide exceptional customer service
Use an effective approach to handle special telephone tasks such as call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects
Understand the impact of attitude in handling calls professionally
Use the most appropriate way to communicate with different behavior types on the telephone

Call Center Team Lead Examples

1

Call Center Team Lead Job Description

Job Description Example
Our growing company is looking for a call center team lead. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for call center team lead
  • Ability to comprehend program information and to be able to accurately answer questions from borrowers related to specific programs they have been offered
  • Insert all applicable data information into the database
  • Adhere to any changes made to the flow process as implemented based on the Client’s request
  • Monitor team attendance and agent issues, and report to supervisor/management
  • Proactively monitor agent behaviors and adherence to internal business standards
  • Ability to utilize personal success with business practice and feedback from Quality team to constantly improve team performance
  • Actively monitor inbound call channels, and outbound call queues, and appropriate agent focus as necessary
  • Monitor the daily team performance, individual staff metrics and manages break times
  • Motivate, coach and develop the technical and customer service skills of our specialists
  • Oversee incoming/outgoing calls, e-mails and social media for quality customer service
Qualifications for call center team lead
  • Provide and proactively encourage daily motivation and recognition of team members
  • Effectively address unprofessional or non-constructive behavior situations that occur
  • Handle those challenging customers that need extra-special attention
  • Provide input to your Manager regarding workload volume and staffing needs
  • Develop and maintain a high level of industry knowledge as related to our scanner equipment, panelist life-cycle, call campaigns and the daily functions and operations of the work floor
  • High School education or equivalent and 2-3 years or more related experience
2

Call Center Team Lead Job Description

Job Description Example
Our company is looking to fill the role of call center team lead. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for call center team lead
  • Provide leadership and direction to a call center team (including Client Financial Services, Inside Sales, Hospital Support, &/or Client Retention)
  • Hire, coach, and mentor call center Team Leads, Associate Team Leads, and associates
  • Manage team performance, workflow, and analysis
  • Continuously pursue and implement system and process improvements
  • Plan, develop and implement new and revised call center programs, policies and applications
  • Partner with IT and WPA Operations to develop, implement and maintain the highest quality and most efficient systems to ensure strong internal controls, appropriate financial reporting and leverage human resources
  • Foster and maintain positive relationships and deliver effective communication with CTS associates, field leadership and hospital associates
  • Participate in planning, budgeting and forecasting for the call center
  • Create, direct and execute practice priorities that pertain to the call center with regard to team development
  • Document calls and resolutions using the HEAT Call Tracking system, ensuring consistency in service
Qualifications for call center team lead
  • Excellent telephone manner to enhance relationship with customers
  • Must not be currently on a corrective action plan or performance improvement plan
  • Must have received a 3 or better on last performance evaluation (not all candidates may have had a an evaluation yet)
  • Must be in current position a minimum of one (1) year
  • Minimum two (2) years of call center, customer service or human resources experience
  • Candidate must demonstrate leadership qualities, desire to learn, and a passion for helping people
3

Call Center Team Lead Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of call center team lead. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for call center team lead
  • Educate associates on business standards for all call center areas
  • Accurately update databases that support field reporting on adjustments, Wellness Plans, collections
  • Document calls and resolutions using the appropriate databases, ensuring consistency in service
  • Assists team members in the Customer Service Call Center by answering their questions in a timely manner in GH and LOM while taking calls to clear the queue
  • Provide one call resolution on escalated calls…(seek advice from other members of leadership if in need of further assistance for the customer), own the call
  • Have ability to drive team morale, performance, and knowledge
  • Able to resolve and demonstrate confidence when handling customer issues either on the phone or while assisting team members
  • Side by Sides for each team member monthly
  • Coach best practices for answering phones and coaches/demonstrates GUEST process
  • Must be able to manage workforce through Client Contact Manager and Ignite by monitoring length of phone calls, personal time, faxing, extended breaks and lunches
Qualifications for call center team lead
  • Ability to handle unexpected problems under pressure
  • Maintain an up-to-date knowledge of HR Benefits and Compensation programs offered and resource materials in order to provide proper guidance to staff
  • Exhibits a strong work ethic, and actively works towards excellence
  • Must meet quality, productivity and attendance metrics established
  • Minimum three (3) years in a call center, customer service or human resources experience
  • Minimum two (2) years of supervisory experience strongly preferred
4

Call Center Team Lead Job Description

Job Description Example
Our growing company is looking for a call center team lead. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for call center team lead
  • Monitor the daily team performance, individual staff metrics, and manage work schedule compliance
  • Coach and develop the technical and customer service skills of our specialists
  • Oversee interactions with panel members to ensure high quality customer service and resolutions are provided
  • Proactively motivate and encourage daily recognition of team members
  • Effectively address unprofessional or non-constructive behavior situations that occur, escalating as appropriate
  • Develop and maintain a high level of knowledge as related to our data collection methods, panel member life-cycle, call campaigns, and the daily operations of the support center
  • Monitors and evaluates performance of the team, rewarding behaviors and/or performance when appropriate addressing performance and behavioral issues as they arise
  • Leads staff responsible for responding to customer service activities generated by stakeholders with relation to accounts in a wide range of companies and businesses
  • Maintain client relationships and operational accountability
  • Serve as a primary client contact on day-to-day issues consistently pursuing customer satisfaction and reporting potential concerns to a Manager
Qualifications for call center team lead
  • This position requires that all candidates have or are able to obtain and maintain a DOD and DHA Position of Public Trust Clearance
  • Must possess a strong understanding of processes and have the ability to train new employees existing employees on changes and updates
  • Must have received a 3 or better on last performance evaluation/scorecard (not all candidates may have had a an evaluation yet)
  • Must be in current position a minimum of 150 days
  • Answers incoming phone calls on behalf of client
  • Completes call guides
5

Call Center Team Lead Job Description

Job Description Example
Our growing company is hiring for a call center team lead. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for call center team lead
  • Provide client reports completion assistance and where appropriate, deliver and present reports to clients
  • Oversees agent performance including attendance, logged time usage, productivity and quality assurance standards at the direction of the supervisor
  • Updates and maintains standard reports and assist in coaching, on-the-floor training and disciplinary actions as determined by the supervisor
  • Monitors volume and SLA’s, makes recommendations and adjustments accordingly
  • Provides on-the-floor agent support including the service of escalated customers and related research and assists in rectifying service deficits
  • Assists in the training of new agents and the coaching of existing agents
  • Participates in the maintenance of training documents, SOP’s and other supplemental materials
  • Provides back-up/overflow coverage in all contact center areas
  • Personnel Management § Align resources based on skill sets
  • I-Client
Qualifications for call center team lead
  • Minimum of four (4) years of experience in call center management required
  • Demonstrated ability to train, coach and mentor associates in a call center/collections environment with direct knowledge of related practices and principles are required
  • Attends telephone skills and program information training sessions
  • Willing to be stationed in Gateway, Cubao
  • The primary purpose of this position is to act as Scheduler, backup trainer, knowledge management, quality assurance and backup Site Supervisor as needed for the Nurse Advice Line Call Center
  • 1 + years multi-channel (phone, email, and/or social media) customer service experience within a contact center

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