Team Lead (Supervisor) at 24-7 Intouch Altamonte Springs, FL
About 24-7 Intouch24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions.
For over 20 years, we have been the people and technology behind the world's biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.
For more on our culture, follow the link to Our Story - https:
//vimeo.
com/177119191About the JobWe're changing the way people think about customer care, and we need your help!We're looking for a Team Lead to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction.
This role involves learning and maintaining the knowledge of our partners' brand, philosophy, products, promotions and processes.
This position will also promote professional and personal development through performance evaluations, training and career pathing plans.
As Team Lead, You WillManage and supervise CSRs Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employeesManage operational performance to meet Key Performance Indicators (KPIs) and Service Level AgreementsAnalyze various reports and statistical data to measure production levels and identify root causes for underperforming areasUse critical thinking to develop solutions to improve business performance and partner successMotivate teams through relationship building and real-time coachingDevelop incentive programs to motivate CSRs to achieve desired outcomesCoordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management TeamCollaborate with other departments within the organization (HR, IT, etc) to properly resolve issues Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetingsGain expert level knowledge on all partner products and promotionsDemonstrate a positive work ethic and commitment to achieve the best possible outcomesAct as a role model and exemplify our 10 Things (cultural values)RequirementsAs Team Lead, You HaveHigh school diploma or equivalent (required)Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered) 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory roleExperience dealing with escalated issues in a contact center capacity The ability to type 30 WPM with accuracyBasic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an assetThe ability to use spreadsheet applications to maintain and develop operational reportingExceptional time management, organizational and prioritization skills to complete work in a timely mannerAbility to work both independently and in a team setting within a fast-paced, entrepreneurial environmentThe ability to work a variety of shifts, including days, evenings and holidays.
Estimated Salary: $20 to $28 per hour based on qualifications.
For over 20 years, we have been the people and technology behind the world's biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.
For more on our culture, follow the link to Our Story - https:
//vimeo.
com/177119191About the JobWe're changing the way people think about customer care, and we need your help!We're looking for a Team Lead to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction.
This role involves learning and maintaining the knowledge of our partners' brand, philosophy, products, promotions and processes.
This position will also promote professional and personal development through performance evaluations, training and career pathing plans.
As Team Lead, You WillManage and supervise CSRs Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employeesManage operational performance to meet Key Performance Indicators (KPIs) and Service Level AgreementsAnalyze various reports and statistical data to measure production levels and identify root causes for underperforming areasUse critical thinking to develop solutions to improve business performance and partner successMotivate teams through relationship building and real-time coachingDevelop incentive programs to motivate CSRs to achieve desired outcomesCoordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management TeamCollaborate with other departments within the organization (HR, IT, etc) to properly resolve issues Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetingsGain expert level knowledge on all partner products and promotionsDemonstrate a positive work ethic and commitment to achieve the best possible outcomesAct as a role model and exemplify our 10 Things (cultural values)RequirementsAs Team Lead, You HaveHigh school diploma or equivalent (required)Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered) 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory roleExperience dealing with escalated issues in a contact center capacity The ability to type 30 WPM with accuracyBasic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an assetThe ability to use spreadsheet applications to maintain and develop operational reportingExceptional time management, organizational and prioritization skills to complete work in a timely mannerAbility to work both independently and in a team setting within a fast-paced, entrepreneurial environmentThe ability to work a variety of shifts, including days, evenings and holidays.
Estimated Salary: $20 to $28 per hour based on qualifications.
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