Job Description:
We are hiring Team Leaders who will be responsible for managing teams of inbound and outbound sales associates.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Responsible for assisting Operations Managers in achieving team revenue and quality goals by meeting or exceeding monthly revenue, SLA’s, quality metrics and credit/adjustment goals while continuing to handle inbound and outbound work flow as needed.
Ensure timely resolution to customer service escalations
Conduct oneself professionally to clients in all forms of communication, including phone and email, and in-person interactions
Proficiency in various computing systems and product knowledge
Closely manage telephone queues and multi-contact sources
Responsible for reporting on various sales teams
Build and maintain a strong team environment by assisting with coaching and developing of team members; daily, weekly, and progressive corrective where needed
Assist with scheduling and time card approvals
Assist with team member performance reviews, new hire grids and separation forms
Assist Operations Managers in the implementation of new launches, projects and processes
Collaborate with Operations Managers in driving monthly metrics and goals
Follow and enforce company policies and procedures
Accomplish all tasks as appropriately assigned or requested within their time frames
QUALIFICATIONS:
Experience, Competencies and Education
Strong communication skills with the ability to effectively interact across all levels of an organization
Solid interpersonal skills to develop and enhance relationships with all levels of team and management
Have an energetic, forward-thinking and creative approach with high ethical standards and an appropriate professional image
Possess strong organizational, interpersonal and communication skills, with ability to act as both a team player and as a mentor
Innovative and flexible in responding to rapidly changing needs and priorities
Self-directed and motivated individual
Strong time management skills, well-organized, effectively managing multiple demands, prioritized against key business objectives with tight deadlines
Excellent oral and written communication skills
Ability to excel in a multi-task and fast-paced environment