We are working with a life insurance field marketing organization in Addison, TX that is looking for a Bilingual Call Center Team Lead.
Responsibilities
- Monitoring teams day-to-day activities, performance, attitudes, and ability to work together; and, with guidance, taking appropriate action.
- Motivating the team to achieve organizational goals.
- Delegating tasks to team members
- Involvement in Developing and Implementing a timeline to achieve targets.
- Keeping department management informed of issues impacting personnel or work.
- Troubleshooting of problem situations (systems, cases, etc.)
- Monitoring work queues and turnaround times; and, developing, recommending, and implementing (with approval) plans to stay current.
- Monitor work volumes of various systems.
- Resolve complex issues and handle escalated situations and calls. (as warranted)
- Conduct random quality review of work and/or phone calls (if applicable) to ensure adherence to company policy and procedures and to ensure quality and accuracy of associates’ work.
- Maintain accountability of all team members to ensure work assigned to Team is completed efficiently, accurately, and completely, and within service level agreement.
- Employee Training willingness & ability to effectively train on processes.
Expectations: (Includes but not limited to)
- Setting example for the team in Participation & Monthly Book Club participation
- Working knowledge & Understanding of Office Process’s. (ensure well-positioned to give others direction)
- Ability to trouble shoot, problem solve and follow-up effectively.
- Strong research, analytical skills, and proficiency with math.
- Proficient attention to detail and accuracy.
- Proficient in Microsoft Word and Excel.
- Excellent time management and communication skills.
- Understands how to work/communicate effectively with agents (3rd Person Parties) (new and experienced) and strong personalities.
- Excellent negotiation and problem-solving skills.
High Level Responsibilities:
- Staff hiring, reviews, and performance evaluations.
- Look for way to eliminate inefficiencies and backlogs.
- Recommend and assist in implementing process improvements.
- Prepare daily, monthly, quarterly, annual reports (as required) to monitor productivity, accuracy, and trends. Report corrective actions as necessary based upon results.
- May take the lead on Projects as assigned.
- Ongoing training and development of associates in the team.
- Providing ongoing feedback to associates and to department management.
- Conduct team meetings, huddles, as needed and appropriate.
- Seeking assistance from management as appropriate and necessary.
- Reporting to Leadership numbers and Close Out Status.
