Benefits:
401(k)
401(k) matching
Bonus based on performance
Competitive salary
Dental insurance
Flexible schedule
Health insurance
Opportunity for advancement
Paid time off
Parental leave
Training & development
Vision insurance
This position will be remote to start but will move to the physical Contact Center in the fall.
Company Information:
Insight Business Solutions offers business solutions and customer support to franchises and businesses owners. Insight Business Solutions lives by its company values and proudly gives back to the community. We are excited to find the right person for this rewarding and dynamic opportunity!
Job Description
Insight Business Solutions seeks a highly motivated Team Lead to supervise and communicate with team members in our full-service contact center. The Team Lead is expected to supervise daily operations and personnel while identifying areas of opportunity for improvement regarding team member performance and department policies & procedures. The team lead will assist in coaching, and leading CSRs as they book clients for our customers, while ensuring that all performance and productivity goals are achieved. Applicants must have an intuitive grasp of contact center software and technology as the Team Lead will be assisting the Contact Center Manager in organizational leadership, identifying trends, establishing contact center goals, and ensuring staff members are achieving desired service levels.
Ideal applicants must be organized, reliable, and results-driven professionals. They must have the ability to solve problems quickly with an ability to see the bigger picture and long-term opportunities for lasting improvements. Prime applicants must also have excellent customer service and communication skills.
Responsibilities
Managing teams of Call Center CSRs for various telephone projects
Lead, manage and motivate Call Center CSRs
Possess solid verbal and written communication skills, presentation skills and a high level of comfort in managing others
Ability to manage and coordinate multiple projects and tasks
Promote a positive work environment, feedback enriched and healthy culture
Must be self-motivated and resourceful, requiring minimal supervision
Ability to quickly adjust to changing work demands and client requirements
Strong organizational and time-management skills, including attention to detail
Ability to work in a fast paced environment, prioritize multiple tasks and consistently meet deadlines
Must be a team player and understand the Departmental Goals
Assist in implementing and supervising contact center best practices, projects, and processes
Lead, manage, and motivate Customer Service Representatives
Ability to manage and coordinate multiple projects and tasks
Promote a positive work environment, feedback enriched and healthy culture
Must be self-motivated and resourceful, requiring minimal supervision
Ability to quickly adjust to changing work demands and client requirements
Strong organizational and time-management skills, including attention to detail
Ability to work in a fast-paced environment, prioritize multiple tasks and consistently meet deadlines
Must be a team player and understand the Departmental Goals
Meet quality assurance standards as applicable
Perform administrative functions
Work with confidential customer information and treat it sensitively
Appropriately communicate with customers, co-workers, and franchise owners
Maximize the productivity of resources (people, technology etc.)
Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
Monitor and manage telecom systems
Deliver performance evaluations for agents (accuracy, call-waiting time etc.
Requirements
Customer Service oriented background with proven experience as a Contact Center/Call Center Team Lead or similar position
Outgoing, positive, and fun personality with the desire to go the extra mile to ensure our personnel and customers have a wonderful experience
Knowledge of performance evaluation and customer service metrics
Solid understanding of reporting procedures
Proficient in MS Office and Contact Center/ Call Center equipment/software programs
Available to work weekends
Shifts may vary for each position offering, depending on business need
Education:
High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
Experience:
2+ Years in Contact Center/ Call Center
1+ Years in Management
Job Type: Full-time
Hourly Wage: $17.50+ depending on experience
This job description is not intended to be all-inclusive and the employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required. The business reserves the right to revise or change duties as the need arises.