Call Center Team Leader (Sports Management/Operations)

Call Center Team Leader (Sports Management/Operations)

SCHEDULE: Rotating and Varied (7 Days per Week Approx 8:00 AM - 9:00 PM). Rotating Holidays. Approximately 40 hours Per Week (based on business needs)

EFFECTIVE DATE: December 2011

SALARY: $10.50/hr

SUMMARY OF POSITION:

This position supports the Operations function on various levels. Incumbent will frequently have independent oversight of entire call center operations and be expected to successfully interact with all levels of the Organization, coordinate work assignments, and resolve agent and customer issues. The Team Leader will be assigned a specific group of Telephone Sales Representatives (Agents) but will also work closely with Agents outside this specific group. The incumbent must be able to continually uphold the confidentiality and ethical aspects required for this position.

POSITION Responsibilities:

Understands and consistently observes all Company policies and procedures.

Contributes to an environment where Agents feel comfortable and empowered to reach out with questions, concerns, or suggestions.

Assists in maintaining high level of employee morale by exhibiting a positive disposition and interacting in an ethical manner.

Frequently has sole responsibility of call center and uses escalation procedures created to support incumbent.

Opens and closes call center office and client programs.

Reviews employee actions (including but not limited to) attendance, performance, Company policies and procedures compliance, productivity, and quality assurance. As appropriate, communicates related information to upper management.

Provides feedback to Agents by coaching, sharing Quality Assurance reports, productivity, and other appropriate initiatives.

Supports Agents by answering questions and providing direction while they continue to service customers. Assists with occasionally supporting other Company call centers and Work-At-Home Agents in the same manner.

Answers questions from Agents regarding contracts, Organizational procedures, and departmental policies.

Handles customer complaints with fluency and calmness when such calls are elevated to leadership.

Assists Agents in interpretting statistical productivity reports and provides guidance to encourage performance improvement.

Represents Company in client meetings in a professional and respectful manner.

Collaborates with other Team Leaders within local and remote call centers to assure consistency and share best practices.

Coordinates new employee transitions and supports training department by conducting training classes as needed.

Acts as liaison between Agents and corporate departments such as Quality Assurance, Training, Human Resources, Information Technology, and Telco.

Maintains six week team quality assurance average score of at least 92 as reported by the Quality Assurance department.

Occasionally directly handles Agent responsibilities by servicing customers on multiple contracts.

Participates in call center special projects as needed.

OTHER POSITION FUNCTIONS:

Successfully completes all company-sponsored training courses as requested.

Performs other duties as assigned.

INTERFACES:

Takes work direction from and works closely with Floor Supervisor, Assistant Call Center Manager, and other Operational Managers.

Works closely with other Team Leaders and Agents and occasionally with Work-At-Home Agent staff and other call centers.

Interfaces with all employees including upper executive management.

Works closely with support groups such as Human Resources, Quality Assurance, Queue (Workforce Management), Training. IT.

Occasionally communicates directly with clients.

TRAVEL REQUIREMENTS:

Infrequent travel to attend meetings, job-related training and/or to assist at other locations.

MINIMUM QUALIFICATION REQUIREMENTS:

Must have the ability to work both in a team environment and independently to make quick decisions on own with confidence and calmness.

Excellent interpersonal communication skills required with abilities to resolve issues in a fast paced environment and motivate others by possessing a positive disposition.

Must be able to manage multiple projects with tight deadlines, possess a high level of self motivation, and have excellent work ethic.

Needs to be adaptable and possess solid organizational and time management skills.

High School diploma or equivalent required.

Supervisory experience within a call center (or other fast paced environment) strongly preferred.

Must have solid computer skills including MS tools.

PHYSICAL DEMANDS:

The incumbent of this position must be able to use a computer and telephone with efficiency and accuracy. Incumbent must be able to access files from filing cabinets and handle confidential paperwork. The abilities to read, understand, and retain instructions and policies are also required for the job. Must also be able to communicate with others in a manner that communication exchanges are understood and able to be acted upon.

WORK ENVIRONMENT:

This individual will generally work in a call center, office setting.
The above position description provides a general overview of the major functions and demands of the occupation and shall not be construed as a detailed description of the total work requirements that may be inherent in the occupation. This description may change from time to time to align with business needs.