Team Lead Trainer

TechOp is seeking motivated, organized team leads for a contact center team working to support a federal government program. Successful candidates will have excellent interpersonal and communications skills (oral and written). These individuals will be responsible for providing training and support to the team, serving as the first line of defense for both complex situations and direct supervision.

Requirements

To serve as one of two on-site team leads for a large team working to support a federal government program. Specific duties include, but are not limited to:

• Providing training in program content and customer service, to include any SOPs or specific procedures specified by the client
• Managing complex inquiries and escalated calls
• Providing support to the program manager in scheduling, reporting, and performance management
• Handling contact center inquiries by phone and email

Preferred Skills:

• Education: BA/BS preferred
• Previous experience: minimum of one year experience in either contact center training role or supervisory role in a customer service environment
• Additional skills
  • Exceptional customer service skills
  • Ability to communicate effectively to individuals or groups, tailoring both content and presentation to the audience.
  • Experience managing complaints
  • Experience managing workloads in a contact center environment
  • Proficient in Microsoft Office suite

TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws.