Contemporary Staffing Solutions is currently recruiting Call Center Team Leads for Contract to Hire positions in Horsham, PA.
The ideal candidate should be an organized strong multi-tasker, who is self-motivated with great customer service skills. They should handle high stress situations with ease, and thrive in a busy environment. They should have a proven record of personal and professional achievement and able to master modern technologies as needed. A strong candidate should have the ability to function in a fast-paced, dynamic environment and an ardent desire to help a business grow.
Responsibilities of the Call Center Team Lead:
Manage a designated shift to ensure all duties and tasks are handled efficiently and effectively. Ensure all daily/weekly shift responsibilities are accomplished by delegating team tasks & deadlines accordingly.
Provide supervision, coaching, training, and mentoring to all team Coordinators & Senior Coordinators.
Responsible for the administration of; team payroll, performance reviews, team disciplinary & attendance documentation.
Provide daily/weekly/monthly communication updates to the designated shift on all department processes & procedures.
Communicates to Call Center Management, Telecom and/or IT when the call center is experiencing phone issues, freezes, delays, or service interruptions.
Escalates client-affecting matters to the Call Center Management team as needed.
Monitors employee breaks to ensure proper phone coverage is available, and that all breaks are taken in accordance with company policy.
Attends weekly/bi-weekly management meetings, and provides shift/employee feedback to the management team.
Requirements of the Call Center Team Lead:
Minimum of 2 years in a call center/client facing setting, with a minimum of 2-4 years proven management/leadership experience required
Excellent communication, business writing and organizational skills
Strong multi-tasking & decision making skills
Superior problem solving & trouble shooting skills, with the ability to work under pressure
Proficient computer skills, with the ability to adapt and learn new applications quickly
Reliable & flexible, demonstrates a Can-Do Attitude