Senior Level Call Center Team Lead | Call Center Team Lead [COC0021020]
Core
Lead and supervise call center agents to support Human Capital Solutions for Government and Public Services clients, including the City of Charlotte.
Role type
Senior Call Center Team Lead (Staffing Augmentation)
Builds
Temporary staffing and recruiting services for government clients
Domain
Government and Public Services / Human Capital Solutions
Deliverable
client delivery
Required skills
Leadership, performance monitoring, conflict resolution, team motivation, accountability, decision-making, scheduling
Preferred skills
Training new hires, overseeing quality assurance programs, process improvement
Technologies
Microsoft Office (Excel, Access, Outlook, PowerPoint, Word), Adobe Acrobat, data analytic tools, Visio
Responsibilities
Supervise call center agents, monitor performance and provide coaching, develop staffing schedules, lead training for new hires, oversee quality assurance programs, work with management to improve processes
Seniority
Senior, hands-on IC
