Team Lead Call Center

Team Lead – Customer Care

Sourcepoint Team Leaders drive and direct the performance and behaviors of his or her team. The Team Leader develops Customer Care Agents, creates and maintains an environment of open communication, and leads by example. Forges solid relationships and empowers team members, laying the foundation for a high performing team.

Major Duties and Responsibilities:

• Responsible for supervising daily performance of Call Center agents.
• Coach and develop team members in all aspects of performance including, but not limited to metrics and behaviors related to the customer experience.
• Draft and conduct performance evaluations, may assist in the employment decision, sets performance goals and objectives.
• Manage employee issues regarding attendance, performance, conduct, and delivers appropriate corrective action as needed.
• Communicate policy updates and company information through team meetings, huddles and one-on-one development sessions.
• Documents all coaching/development sessions, utilizing designated tools, in a timely manner.
• Interacts with cross-functional support groups in order to manage the day-to-day operations.
• Additional daily administrative duties (e.g., time card administration, payroll, etc.) as required.
• The list of responsibilities may not be all-inclusive and can be expanded to include other duties or responsibilities, as needed.

Requirements:

• Proficient in the use of all Microsoft Office applications.
• High school diploma or equivalent experience required, bachelor’s degree preferred.
• 2-5 years Customer Service/Call Center experience required
• Minimum 1 year management or supervisory experience in a Call Center required
• Demonstrated coaching and counseling skills used to effectively develop all employees; influence and change individual behavior and assist employees achieve a high level of success and productiveness.
• Excellent management skills for the purpose of resolving escalated employee and customer complaint issues.
• Proven leadership skills to effectively develop, lead, inspire and motivate a high performing team.
• Effective problem solving/process improvement skills used to identify and resolve day-to-day operation and employee relations problems.
• Ability to think analytically to identify qualitative or quantitative trends and take appropriate actions.
• Detail orientation, organizational, prioritization and time management skills; experience building daily/weekly structure in schedules preferred.
• Takes a proactive role in bring about change, applying new ways to develop the business through improved management of people and processes.

Sourcepoint is an Equal Employment Opportunity/Affirmative Action Employer

Sourcepoint participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s I-9 to confirm work authorization.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Weekends as needed

Education:

• High school or equivalent (Required)

Experience:

• Call center management: 1 year (Required)
• Call center: 3 years (Required)

Ability to Commute:

• Palm Bay, FL 32905 (Required)

Ability to Relocate:

• Palm Bay, FL 32905: Relocate before starting work (Required)

Work Location: In person