Team Lead (Contact Center)

Company Name:
24-7 Intouch
TEAM LEADER (Various Accounts) -- 24-7INTOUCH CONTACT CENTERS
Location: Aurora, CO
Application Deadline: ASAP
Terms of Contract: Full Time -- Permanent, Various Accounts
Compensation: $32-$35,000.00/YR, Health, Dental & Vision Benefits Plan
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Come work for 24-7 Intouch Contact Centers
Essential Functions:

Provides front line direction to Customer Service Representatives (CSRs) ensuring quality service is provided in each interaction
Ensures that payroll information is correct, on time, and accurate for their team of CSRs - Assists with other teams when peers are absent or on leave
Promotes professional and personal development of individual team members by administering performance evaluations, training needs, progressive disciplinary actions, and career opportunity programs
Negotiates, mediates, and arbitrates when required with customers or CSRs in order to resolve issues and meet expectations
Conducts advanced troubleshooting and extensive research to resolve issues regarding products and customer inquiries
Documents and successfully communicates changes, and other information regarding customer accounts to agents to ensure accuracy and quality of service
Learns and maintains extensive knowledge of client philosophy, promotions, products and processes to ensure quality customer service

Qualifications:

Completion of post-secondary degree or certificate with a focus on Business Management
Must have at least 1-2 years of supervisory, leadership and/or coaching experience
Strong leadership, analytical, problem solving and decision making skills
Ability to work in a fast-paced, hectic, changing environment
Ability to organize and follow-up multiple tasks/details with accuracy and timeliness
Ability to work a variety of shifts including days, evenings, and holidays
Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
Ability to perform intermediate mathematical functions
Ability to type 30 wpm minimum with accuracy
A combination of work experience and education will be considered

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