Contact Center Team Lead
| Company | Highlight Technologies |
|---|---|
| Location | Texas, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level |
Requirements
- High school diploma required
- Excellent oral, written and interpersonal communication skills
- Proficiency in call center software and CRM systems and knowledge of Microsoft Office applications and telephone protocol
- 3 years of customer experience required
Responsibilities
- Provides daily direction and communication to a team of 10-15 agents ensuring customer service calls are answered in a timely, efficient and knowledgeable manner.
- Provide support for agents by providing appropriate coaching, counseling, direction and resolution via video conferencing.
- Ensure agents have appropriate training and other resources to perform their job.
- Conduct regular call monitoring and provide constructive feedback
- Assist agents with escalated phone calls that require supervisor intervention
- Share continual responsibility for deciding how to manage agents, ensuring calls are handled efficiently and effectively.
- Gather and share agent feedback to improve remote work protocols
- Monitor attendance, adherence to schedule, and productivity metrics
- Identify training needs and coordinate with the training department to address skill gaps
- Support new hire onboarding and training for remote team members
Preferred Qualifications
- Previous experience assisting with unemployment benefits or job placement programs preferred
- Previous experience providing oversight in a contact center preferred
- Texas-based resident preferred