Technology Integration Group · 1 month ago
Call Center Team Lead
Colorado Springs, CO
Full-time
Onsite
Mid, Senior Level
$19/hr - $19/hr
2+ years expSystems Integration, Inc. is a leading provider of turnkey contact center infrastructure solutions and IT services. They are hiring a Call Center Team Lead to oversee staffing and ensure service level agreements are met in a fast-paced environment.
ConsultingInformation ServicesInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Will work with Management to ensure adequate staffing levels are met based on projected and actual call volumes
Will be responsible to ensure service level agreements are met regarding average wait times, call handle time, representative availability, adherence to escalation policy, call quality scores, privacy violations and documentation of supplemental training
Responsible for the development of direct reports through weekly coaching, and quality inspection
Qualification
Required
Must be a US citizen and be able to obtain a public trust clearance
Proven knowledge and experience in the principles and processes for providing customer service including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar to produce clear documentation of calls
Adept at active listening, effective speaking skills to convey information effectively, be service oriented actively seeking ways to help and resolve problems
Excel at reading comprehension, understanding written communications in work related documents
Employ critical thinking skills using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
2 plus years call center supervisory experience and proven ability to lead a team of approximately 10+ Call Center Representatives
Responsible for the development of direct reports through weekly coaching, and quality inspection
Preferred
BA Degree preferred
Benefits
Health & Welfare (H&W) benefits
Paid vacation
10 paid holidays per year
Company
Technology Integration Group
TIG is a single source IT solutions provider for businesses and organizations of all sizes.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2022-05-19Acquired
Leadership Team
Bruce Geier
President/CEO
Company data provided by crunchbase