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Title

Call Center Team Lead / Coach 

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Description

As a Team Lead / Coach, you will be responsible managing a team of Call Center Agents in an effort to exceed performance metrics in place and drive revenue for both the client and our organization.

Responsibilities:

Coaching & Development

  • Responsible for coaching and developing team members in all areas of performance including, but not limited to metrics and behaviors related to the customer experience
  • Listens to individual calls and provides ongoing feedback/coaching
  • Facilitates discussions on weekly/monthly achievement levels of goals to ensure improvement and efficient productivity is achieved

Performance Management

  • Writes and conducts performance evaluations/reviews
  • Sets performance goals and objectives and provides to appropriate leadership
  • Manages employee issues regarding attendance and performance and delivers appropriate corrective action as needed
  • Administrative
  • Communicates policy updates and company information through team meetings and one-on-one development sessions
  • Documents all coaching/development sessions in appropriate client database in a timely manner
  • Interacts with cross-functional support groups in order to manage day-to-day operations

Other Responsibilities

  • Handles escalated customer issues and works directly with customers to facilitate problem resolution in a timely and efficient manner
  • Other similar and/or related duties as assigned per business needs
 
Position Requirements
  • Minimum 1year experience in leadership role, preferably in call center capacity
  • High school diploma or general education degree (GED), Associates degree preferred
  • Demonstrated leadership skills to effectively develop, lead, inspire and motivate a high performing team
  • Demonstrated coaching and counseling skills used to influence and change individual employee behavior and achieve levels of productivity and overall success
  • Effective problem solving/process improvement skills used to identify and resolve dayto-day operation and employee relation problems
  • Ability to think analytically to identify qualitative or quantitative trends and take appropriate actions
  • Demonstrated detail orientation, organizational, prioritization and time management skills; experience building daily/weekly structure in schedule
  • Demonstrated change management aptitude and ability; takes proactive role in leading change, applying new ways to develop the business through improved management of people and processes
  • Ability to work a flexible schedule to meet the needs of the business and performance requirements
 
Full-Time/Part-Time Full-Time  
Shift -not applicable-  
Location Inspiro CDA  
About the Organization Inspiro is one of the world’s largest and most diversified Business Process Outsourcing (BPO) service providers in terms of clients, geographical presence and capabilities. We have defined the highest standards of excellence together with our clients for Customer Relationship Management (CRM). Our global team of more than 21,000 dedicated professionals across the Americas, Australia, Vietnam, Thailand, China, Japan, and the Philippines inSPire success.





Welcome to Inspiro. The future of BPO.


 

This position is currently not accepting applications.

To search for an open position, please go to http://CRMUSInc.appone.com



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