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Call Center Team Lead

C

Consumer Attorney Marketing Group

Call Center Team Lead

Austin, TX
Full Time
Paid
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  • Responsibilities

    Job Description

    Consumer Attorney Marketing Group is a Los Angeles, CA based advertising agency that combines media buying expertise, industry experience and intensive analytics to deliver the most effective TV, radio, & digital media campaigns for the legal industry.

    We are currently accepting applications for a Call Center Team Lead in our inbound/outbound call center. Hourly rate + bonus plan.

    SUMMARY/OBJECTIVE:

    Under the direction of the Call Center Manager, the Call Center Lead is responsible for the supervision of at least 25+ employees. The Call Center Lead will share the responsibility of managing productivity and quality of all inbound & outbound calls. As well as all associated call metrics, including call handling, talk time, abandonment rate and other related projects to drive the vision, fulfill our mission, and abide by the values of this organization.

    ESSENTIAL JOB FUNCTIONS:

    • Ensure the quality of the team’s performance and that their production levels are met.
    • Monitor department service levels, which include but are not limited to abandonment rate, average speed of answer, to make certain goals are met or exceeded.
    • Communicate employee schedules, ongoing coaching, and maintaining a positive and productive staff.
    • Provide positive feedback and help motivate the Call Center Representatives to achieve all goals.
    • Measure performance of employees on productivity, efficiency, & service using defined KPIs.
    • Send daily, weekly and monthly reports to management.
    • Deliver established departmental SLA’s service level expectations.
    • Address conflicts and provide insightful resolution with the mindset of preventing future issues.
    • Create processes that benefit staff/all teams.
    • Correspond to emails inside and outside of the company (i.e.: firms, clients, etc.) with a sense of urgency.
    • Enforce break/lunch schedules, attendance policies, and company policies and procedures.
    • Communicate directly with CAMG clients, as needed and as requested, regarding Call Center department matters.
    • Other duties as assigned.

    REQUIREMENTS:

    • Knowledge of Microsoft Office Suite (Specifically Outlook, Word and Excel).
    • Demonstrate excellent interpersonal skills and instill a teamwork/team player philosophy.
    • Type 45+ WPM.
    • Impeccable organization and time management ability.
    • Exercise good judgment in performance of all required functions.
    • Excellent written and verbal communication.
    • Attentiveness to detail and thoroughness.
    • Ability to meet deadlines.
    • Must be able to support senior management in the enforcement of policies & procedures.
    • Proven leadership skills and a passion for mentoring, establishing management team, and developing personnel towards accomplishing and maintaining goals and expectations.
    • Open to work on varying shifts and/or holidays as necessary.

    EDUCATION AND EXPERIENCE:

    • College degree preferred.
    • Minimum 3+ years of call center supervisory experience (20 or more reps) in a call center environment.
    • Experience in engaging and incentivizing call center reps/team.
    • Legal/Medical/Pharmaceutical background is a plus.

    CAMG is an Equal Opportunity Employer. It is our policy to provide equal opportunities to all employees and applicants for employment without regard to race, color, religion, creed, national origin, gender, sexual orientation, age, gender identity, marital status, citizenship, disability, genetic information, veteran status or any other basis prohibited by applicable federal, state or local law. All offers of employment are contingent upon successful completion of a criminal background check and verification of prior employment and education.

     

     

    Company Description

    CAMG is an Equal Opportunity Employer. It is our policy to provide equal opportunities to all employees and applicants for employment without regard to race, color, religion, creed, national origin, gender, sexual orientation, age, gender identity, marital status, citizenship, disability, genetic information, veteran status or any other basis prohibited by applicable federal, state or local law. All offers of employment are contingent upon successful completion of a criminal background check and verification of prior employment and education.