Senior Team Lead

• Accomplishes all of the roles and responsibilities of a Team Leader, including but not limited to, leading and managing a team of CSR's in the optimal execution of call center operations activities ensuring that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis
• Conducts Performance Management activities, supports CSR's/TSR's on their calls, handles escalations, prepares reports and works with other team members for team and program initiatives
• Act as operations prime in the absence of Operations Managers related to management of day to day operations, including but not limited to , stakeholder management to facilitate issue resolution and making certain that client KPIs, goals, and targets are met
• Act as a liaison for both internal and external groups for program initiatives
• Help create, launch and drive critical account initiatives and programs
• Be a mentor to other Team Leaders
• Act as a catalyst for Peer-to-Peer Development
• Support complex and/or multiple products/LOB’s/queues and/or manage and/or support resolution/escalation/coach teams and other specialized functions
• Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition
• Requests for overtime or 6th day work in order to meet service metrics by efficiently handling the forecast and / or spikes in call volumes
• Ensures that all Company and / or Client updates are cascaded to all individuals in the program by conducting regular meetings with Team Leads
• Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality
• Liaisons with Top Management and the Client regarding the program’s performance
• Analyzes the necessary information (i.e. top and bottom performing teams / agents) and translates this to tangible and relevant data on program performance
• Facilitate on-boarding of new team members including Operations Orientation

• 1-2 years call center experience as a team leader or at least six months (6) experience within TIP as a Team Leader, specializing in Customer Care and / or Marketing and Sales and/or Technical support operations
• Working knowledge of call center operations and organization required
• Prior knowledge of client-specifics (i.e. nature of account, metrics, client applications, etc…) preferred
• Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, NICE, VERINT, etc.)
• Supervisory and people-management skills
• Project management skills
• Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence
• planning, organizing and coordination skills
• Adaptive to changing work schedules and working hours
• Active listening skills
• Operates with minimal supervision
• Customer orientation
• Time Management and Multitasking skills
• Detail-oriented, Analytical, Problem-Solving and Decision-Making skills
• Presentation Skills

Prior knowledge of client-specifics (i.e. nature of account, metrics, client applications, etc…)