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Call Center Team Lead

Horsham, PA | Direct Hire

Post Date: 11/03/2017 Areas of Expertise: Call Center Pay Rate: $20.00 to $22.00 per hour

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

Aly Reinhard

Aly specializes in placing top talent in the Accounting/Finance, Human Resources, and Office/Call Center space. She has experience recruiting nationwide and assisting job seekers in their next career.
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