Call Center Team Lead
Job title: Call Center Team Lead in Boca Raton, FL at American Behavioral Research Instit
Company: American Behavioral Research Instit
Job description: Benefits/Perks
- Competitive Compensation
- Paid Time Off
- Career Growth Opportunities
- Manage and train call center employees so they are capable of providing excellent customer service
- Oversee call center operations, making improvements to telephone skills and other procedures
- Create goals and objectives for the call center and document performance using key performance indicators
- Develop and implement policies and procedures that maximize productivity
- Prepare and present reports on call center statistics to upper management
- Assist representatives where escalation is needed
- Take inbound calls and assist customers upwards of 100 per day
- Make outbound calls for prospects, leads, etc and generate sales
- High school diploma/GED is required, college experience is preferred
- Call Center Team Lead experience is preferred
- Previous experience as a call center manager or in a similar managerial position
- Strong grasp of customer service metrics and key performance indicators in a call center setting
- Knowledge of budgeting, reporting, and basic financial analysis concepts
- Highly skilled in Microsoft Office and call center software
- Excellent verbal, written, and interpersonal communication skills