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Call Center Team Lead in Edison, NJ at Staffing Now

Date Posted: 10/10/2018

Job Snapshot

Job Description


Job Description:

Our client, a Business Services provider, has an exciting opportunity for a Call Center Team Lead. This is a temporary position


This person will provide support services to the Call Center Manager by (1) Ensuring calls are audited for quality standards, (2) Providing training support for Call Center Representatives and (3) Monitoring activities on call center floor. This position is temp-to-hire.
Responsibilities:

  • Monitor calls on a daily basis for future coaching purposes
  • Document evaluations - qualitative and quantitative - using NCC Auditing form
  • Prepare reports as requested by management
  • Assist management with new hires
  • Monitor call center floor for quality assurance by direct observation
  • Communicate issues directly to management and coach call center representatives, as directed by Call Center Manager

Requirements:
  • Minimum 2 years work experience as a call center, customer service or telesales rep
  • Strong working knowledge of call center scripts, processes, technology and organizational procedures
  • Excellent written and verbal communication skills
  • Strong interpersonal skills
  • Attention to detail