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Call Center Team Lead

Responsibilities:

Window Nation is searching for a
Call Center Team Lead
to oversee a team of Call Center Agents and ensure that all are focused and driving towards meeting all of the call center's goals. The just-right candidate works with a sense of urgency and has demonstrated success uncovering opportunities to develop and implement the best practices to increase productivity as well as promoting a supportive, team-oriented atmosphere.

Primary Job Functions

Manage all day-to-day
call center operations to the satisfaction of sales management and fill schedule to capacity

Schedule appointments for in home estimates
via consumer calls generated from marketing efforts

Take escalated calls as needed
, or send to Call Center Director or the Assistant Call Center Manager depending on severity

Ensure maximum productivity and utilization
by meeting hourly, daily, and monthly goals based on established monitoring techniques and metrics.

Assist with the implementation
of the strategic plans, objectives, training, motivation, and evaluation

Determine lead eligibility by comparing prospect's information to lead requirements

Develop and implement best team practices and standards
to increase productivity and address recurring issues

Create awareness and accountability of unit performance results through regular reporting and feedback

Assist with staff's ongoing development
by ensuring that staff is following computer guidelines and processes and is well-versed on both inbound and outbound call scripts

Monitor all calls that do not result in leads through Call Source

Hold a minimum of
bi-weekly training sessions
with Call Center Agents

Assist in defining and communicating key call center metrics
and process to measure and maintain goals

Enter data in a Salesforce based software platform, manage data entry in the CRM to ensure proper entry by Agents, and send daily reports from 360 to respective managers

REQUIREMENTS

Education and Experience

  • 1-3 years of supervisory or Team Lead experience
  • Proficiency in Microsoft Office, Microsoft Excel Formulas, Spreadsheets.
  • Experience with Salesforce is a plus

Success Factors

Self-motivated, analytical and data driven

Flexible, fast-paced and copes well under pressure

Knowledge of call center management tools for assessing, training, and staffing the call center effectively.

Commitment to personal and professional standards of excellence

Window Nation
https://windownation. applicantpro. com


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