Contact Center Team Lead

Victors Home Solutions’ Contact Center is looking for a team-player with excellent leadership abilities to empower our representatives as a Team Lead! This position is responsible for overseeing the scheduling of sales appointments, monitoring performance, assisting in providing exceptional customer service, delegating necessary tasks, and fostering an open, goal-focused environment.
The ideal candidate will harness exceptional organizational skills, the ability to maintain a focused and positive workplace, aptitude in goal-setting and motivation, and adaptability to development as our company grows!

The responsibilities of this role include:

• · Create an inspiring team environment with an open communication culture.
• · Adaptable and receptive to change.
• · Set clear team goals.
• · Delegate tasks as needed and set deadlines.
• · Oversee day-to-day operation in the contact center.
• · Monitor team performance and report on metrics.
• · Ensure continued development through weekly call audits and coaching.
• · Review analysis of performance and make the appropriate changes in strategies, goals and objectives based on the data.
• · Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
• · Conduct performance reviews.
• · Listen to team members’ feedback and resolve any issues or conflicts.
• · Recognize high performance and reward accomplishments.
• · Suggest and organize team building activities.
• · Motivate the team to achieve organizational goals.
• · Develop and implement a timeline to achieve targets.
• · Monitor attendance and schedule adherence.
• · Manage the staff through the appropriate disciplinary actions, in collaboration with Contact Center Manager and Contact Center Director.

To be successful in this role, you must demonstrate the following skills:

• Ability to develop and implement a timeline to achieve targets.
• Adaptable and receptive to change.
• Capacity to empower team members with skills to improve their confidence, product knowledge, and communication skills.
• Organizational skills to delegate tasks as needed and set deadlines
• Ability to motivate the team to achieve organizational goals.