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Agilant Solutions, Inc. · 3 months ago

Senior Contact Center Team Lead

Naperville,IL,US

Full-time

Onsite

Senior Level

$20/hr - $22/hr

Agilant Solutions, Inc. is seeking an experienced Senior Contact Center Team Lead to supervise daily operations and personnel to create maximum efficiency and cost-effectiveness. The role involves developing and maintaining effective Quality Assurance programs and ensuring high standards of customer service within the call center team.

Information TechnologySoftware

Responsibilities

Create and implement call center strategies and operations; improve systems and processes as well as managing call center staff to ensure maximum efficiency and productivity to provide the best possible customer service

Addressing and resolving complex issues escalated by call center representatives

Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses

Identifying and evaluating state-of-the-art technologies; contributing information and analysis to organizational strategic plans and reviews

Collaborate with IT support staff to minimize operational impact of technical issues

Maintain up-to-date listings of call center staffing rosters, and queue assignments, to meet all reporting requirements

Delegate tasks and set deadlines for analysts

Ensure analysts comply with company rules and procedures

Listen to team members’ feedback and resolve any issues or conflicts

Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans

Completing system audits and analyses; managing system and process improvement and quality assurance programs

Preparing and presenting call operation reports to upper management by collecting, analyzing, and summarizing data and trends

Responsible for training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; and communicating job expectations

Qualification

Call center operationsQuality Assurance (QA)Microsoft OfficeLeadership skillsCustomer serviceTechnical supportProblem-solvingTime managementTeamwork

Required

Some call center experience required; we will provide training for the selected applicant

Demonstrated competence to assess priorities and manage a variety of activities in a time-sensitive environment and to meet deadlines with diligence and quality collaborative, with strong focus on teamwork

Excellent organizational and leadership skills with a problem-solving ability

Computer skills in Microsoft Office

Excellent people skills

Demonstrated maturity and judgment

Must be able to learn and support new and quickly changing technologies

Ability to research solutions or information regarding technical issues

This position requires handling confidential information in an appropriate manner