Call Center Team Lead - Henrico Virginia

Location: Henrico, Virginia
Posted On: 05/04/2024

Adecco is assisting a local client in recruiting for a Call Center Team Lead in Glen Allen, VA. This is for a direct hire opportunity! As a Team Lead, you will provide supervision, quality control, training, and ongoing development for front line agents to enable the highest standards of customer service to the consumer. If you meet the qualifications listed below please Apply Now!



Responsibilities for this Call Center Team Lead include:



• Monitors and manages absenteeism

• Oversees and manage effective use of personnel resources to ensure service quality standards and budgetary scheduling standards are met

• Gathers procedural and product information and documents

• Assesses individual training needs and ensure needs are met

• Prepares payroll documentation for employees

• Prepares various reports (i.e.: fulfillment, correspondence, quality management, billing)

• Maintains personnel files

• Monitors and safeguards Quality standard compliance

• Uses appropriate tools to manage and report nonconformance in document control processes

• Ensures company communications are distributed to agents in a timely manner (i.e., announcements, changes to policy and procedure, etc.)

• Ensure that quality standards are met or exceeded by:

• Side by side coaching.

• Conduct call and case handling assessments.

• Develop sales techniques

• Communicates department and organizational objectives and goals to subordinates

• Monitors and ensures existence of supportive working environment(s) to promote high job satisfaction and morale

• Manages departmental resources through effective recruiting, delegation and organization

• Manages and controls department budget and costs

• Prepares and conducts formal performance evaluations

• Oversees, establishes and documents departmental procedures in compliance with quality standards

• Conducts regular audits of departmental procedures and systems to ensure compliance with policies and standards.



Qualifications:



• High School Graduate or equivalent required; Associates degree with a concentration in business preferred.

• 2+ years of Customer Service Experience, at least 1 year in a Call Center setting, and at least 6 months in a Supervisor role.

• Strong understanding of call center operations

• Excellent communication skills (written and verbal)

• Working knowledge of computer/networking support is preferred





Salary is negotiable and depends on experience. This is a direct hire opportunity.



Adecco provides one of the most comprehensive benefits package in the industry to contract workers. Benefits are available to you as a contractor after one week of employment.



Click on Apply Now to be considered for this Call Center Team Lead in Glen Allen, or any related opportunities with Adecco.





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