Team Leader- Call Center Job at Helpware (Martinsville, VA / Nashville, TN)

Call Centre Team Leader

This role focuses on achieving KPIs and SLAs for inbound and outbound calls, pri...

Location

United Kingdom , Elland

Salary:

27718.00 GBP / Year

Sureserve

Expiration Date

Until further notice

Requirements

Minimum of 3-5 years of experience in dispatching, logistics, or a similar role, with at least 1-2 years in a supervisory or leadership position.
Strong leadership and team management abilities.
Excellent communication and interpersonal skills.
Proficiency in using dispatch software, GPS systems, and other relevant technology.
Strong organizational and multitasking skills.
Ability to remain calm and make decisions under pressure.
Analytical skills to assess performance metrics and implement improvements.
Knowledge of transportation regulations and safety standards.

Job Responsibility

Lead and mentor the Call Centre Team, handling scheduling, task allocation, and performance monitoring to maintain productivity and morale.
Oversee call center activities, ensuring efficiency and adherence to company policies and client requirements.
Facilitate seamless coordination by maintaining clear communication with dispatchers, engineers, clients, and departments.
Track KPIs, identify improvement areas, and implement strategies to boost efficiency.
Resolve operational challenges by coordinating resources and personnel effectively.
Maintain accurate records for quality assurance, reporting, and compliance.
Provide ongoing training to enhance team skills and performance.
Handle escalations professionally to ensure high customer satisfaction.
Ensure activities align with company policies, safety standards, and legal requirements.

What we offer

Competitive salary
Contributory Pension scheme
Life assurance
29 days annual leave inclusive of bank holidays
Enhanced maternity, paternity, adoption leave, and other family friendly policies such as carer’s leave, neonatal leave, IVF, and assisted conception leave
Sureserve Benefits Hub, accessing over 1000’s retail discounts
Virtual GP service, 24/7, 365 days, available for employees and your immediate family
Employee assistance programme (EAP), available 24/7. 365 days, for employees and your immediate family
Bike2Work scheme

New

Team Leader Children's Home

We are recruiting on behalf of our client, a highly reputable residential childr...

Location

United Kingdom , Hatfield

Salary:

31200.00 GBP / Year ▼

Brook-St Hiredonline

Expiration Date

Until further notice

Requirements

NVQ Level 3 in Children and Young People, Residential Care
Previous experience in a residential care setting, preferably in a Team Leader role
Strong leadership, organisational, and communication skills
A full driving licence is essential

Job Responsibility

Oversee the completion of documentation, including chronologies, placement plans, and weekly reports
Lead shifts, ensuring activities, wellbeing walks, and residents' sessions are effectively carried out
Address residents' complaints in the absence of the Registered Manager
Monitor residents' wellbeing, including feeding and bathing charts, and provide mental health check-ins
Facilitate engaging activities for children within or outside the center
Conduct medication audits, fire drills, and ensure health and safety compliance across the center
Liaise with social workers, attend meetings, and manage weekly family schedules and reports
Supervise and support night staff to meet service needs
Notify OFSTED of serious events when necessary and coordinate with accounts on invoicing and spreadsheets
Participate in the on-call rota system and complete incident reports within 24 hours

What we offer

Competitive hourly rate of £15 per hour
The chance to make a real impact on the lives of children
Opportunities for professional development and growth within a supportive team environment
Annual Leave
Pension

Fulltime

Call Center Area Manager

Job at IKEA: You care about making a positive impact in the world. You understan...

Location

United States , Baltimore

Salary:

79873.00 - 114617.50 USD / Year

IKEA

Expiration Date

Until further notice

Requirements

Minimum 5 years of experience within customer service or sales
Minimum 3 years of experience in leading leaders and co-workers
Extensive knowledge of leadership principles to motivate and empower leaders individually as well as to create togetherness within teams
Good knowledge of the complexity of change management and understanding of key factors for a successful change initiative
General knowledge of the people planning process and the recruitment process, and understanding how to contribute to these
Extensive knowledge of IKEA tone of voice and the prerequisites of communication across channels
Good understanding of the complexity of Call Center operations and Sales/Resolutions as an integrated part of the business
Passion for leading others and energized by developing and challenging leaders to reach set individual goals
Ability to transform strategy into plans and guidelines

Job Responsibility

Lead, develop and secure excellent performance and engagement from a number of Team Leaders within an assigned area (Sales or Resolutions) in the Call Center
Ensure clear guidelines are communicated to the team in order to secure best practice
Ensure adequate operations for performance management in order to maintain satisfactory performance levels
Collate and implement feedback from Team Leaders in order to ensure that key opportunities and challenges within the assigned area are highlighted and addressed to relevant stakeholders
Support and contribute with input to the Call Center Manager within the assigned area in developing an action plan for executing the strategy in order to achieve targets
Anchor strategy within the team and ensure aligned execution of the action plan in order to ensure outcomes are met
Ensure consistent ways of working by conducting Team Leader calibration sessions in order to secure a seamless customer experience

What we offer

Generous paid time off, holiday and sick time
WiselyPay – get earned wages up to two days early
Paid parental leave (up to 16 weeks)
KinderCare tuition discount
Retirement and bonus plans
Co-worker discount, meal deal, and referral bonus
Pet insurance program
Education assistance and learning programs
Safety shoe reimbursement
24/7 telehealth visits

Fulltime

Care Team Leader

The primary purpose of the Contact Centre Team Leader is to manage, guide, and s...

Location

Albania , Tirane

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

Bachelor’s degree
Flexible to work with a rotating shift system
Ability to work individually or as part of a team
Experience in a customer service role
Knowledge of CRM systems and customer service tools

Job Responsibility

Lead, manage, and develop a team of contact center agents to ensure high levels of performance and engagement
Provide ongoing coaching, feedback, and support to ensure agents meet individual and team goals
Conduct regular performance reviews and set development plans for team members
Foster a positive and motivated work environment through consistent encouragement and leadership
Oversee daily operations to ensure team efficiency, quality, and productivity standards are consistently met
Ensure the team adheres to operational guidelines, policies, and procedures
Manage team schedules, resources, and workload to meet service level agreements (SLAs) and KPIs
Monitor real-time performance metrics and implement corrective actions as needed to optimize team output
Serve as the first point of contact for escalated customer issues, ensuring swift and effective resolution
Ensure customer interactions are handled in a professional and efficient manner, consistently delivering a high-quality customer experience

What we offer

All Necessary Devices: From laptops to mobile devices
Health & Life Insurance
Additional Compensation Based on Performance
Private Pension

Fulltime

Team Leader

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico...

Location

United States , Martinsville

Salary:

Not provided

Helpware

Expiration Date

Until further notice

Requirements

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

Job Responsibility

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

Fulltime

Team Leader - Residential Children Home

We are recruiting on behalf of our client, a highly reputable residential childr...

Location

United Kingdom , Hatfield

Salary:

31200.00 GBP / Year ▼

Brook-St Hiredonline

Expiration Date

Until further notice

Requirements

NVQ Level 3 in Children and Young People, Residential Care
Previous experience in a residential care setting, preferably in a Team Leader role
Strong leadership, organisational, and communication skills
A full driving licence is essential.

Job Responsibility

Oversee the completion of documentation, including chronologies, placement plans, and weekly reports
Lead shifts, ensuring activities, wellbeing walks, and residents' sessions are effectively carried out
Address residents' complaints in the absence of the Registered Manager
Monitor residents' wellbeing, including feeding and bathing charts, and provide mental health check-ins
Facilitate engaging activities for children within or outside the center
Conduct medication audits, fire drills, and ensure health and safety compliance across the center
Liaise with social workers, attend meetings, and manage weekly family schedules and reports
Supervise and support night staff to meet service needs
Notify OFSTED of serious events when necessary and coordinate with accounts on invoicing and spreadsheets
Participate in the on-call rota system and complete incident reports within 24 hours.

What we offer

Competitive hourly rate of £15 per hour
The chance to make a real impact on the lives of children
Opportunities for professional development and growth within a supportive team environment
Annual Leave
Pension

Fulltime

Field Services Team Leader

As a Team Leader, you will serve as a subject matter expert across multiple plat...

Location

United States , Downey

Salary:

68000.00 - 93500.00 USD / Year

Baxter

Expiration Date

Until further notice

Requirements

High School Diploma or GED
8+ years of hands-on experience with medical devices or FDA-regulated products
2+ years of driving or delivery experience
Valid driver's license and ability to obtain and maintain a DOT medical card
Ability to read and apply technical manuals, schematics, and service documentation
Strong communication skills and the ability to lead technical work independently and collaboratively
Comfort using Microsoft Office and adapting to new technologies
Flexibility for on-call work, occasional overtime, and occasional overnight travel

Job Responsibility

Lead daily work distribution for service center staff, coordinating field and warehouse activities to meet operational and customer needs
Perform advanced diagnostics, troubleshooting, and complex repairs on Baxter medical devices using service documentation and specialized test equipment
Support product readiness through preventive maintenance (PM), between-patient inspections (BPI), and equipment modifications
Train and support technicians on Baxter products and services at the service center, territory, and area levels
Manage inventory accuracy, parts usage, and service revenue activities in alignment with service contracts
Monitor dashboards and key metrics, coaching the team toward safety, quality, and performance goals
Partner with Operations, Sales, Service teams, and customers to resolve issues and improve service outcomes
Participate in on-call coverage and provide 24/7 delivery, removal, and service support as required

What we offer

medical and dental coverage that start on day one
insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching
Flexible Spending Accounts
educational assistance programs
time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave
commuting benefits
Employee Discount Program
Employee Assistance Program (EAP)

Fulltime

Customer Care Team Leader Iberia

As Customer Care Team Leader at EasyPark, you are responsible for developing and...

Location

Spain , Madrid

Salary:

35000.00 EUR / Year

Arrive

Expiration Date

Until further notice

Requirements

At least 2 years of leadership experience with full people management responsibilities or demonstrated leadership competencies
A proven track record of delivering consistently good results on Customer Care KPIs, such as customer satisfaction, efficiency, and employee engagement, as well as more quantitative KPIs like answering ratios for calls and response times for emails
Contact center experience (Phone and Email, Chat considered a plus)
Excellent spoken and written skills in Spanish and English are required.

Job Responsibility

Leading, supporting, and motivating your multi-site team in the daily Customer Care operation
Monitoring and reporting of individual KPIs on a daily, weekly, and monthly basis
Planning, scheduling, and prioritizing team resources in collaboration with other Team Leaders, the Customer Care Manager, and the Workforce Manager
Taking an active role in ensuring aligned ways of working across the EasyPark footprint
Dedicating time to the individual development of each team member using a coaching approach
Recruiting new team members when necessary.

Fulltime

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Team Leader- Call Center

Job Description

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