Call Center Team Lead

Reasonable accommodations may be made to enable individuals with disabilities to perform all functions.

• Lead, manage and motivates Parking Service Advisors
• Assists with inbound calls, in person requests and email inquiries
• Assists with the creation of SOP’s (standard operating procedures)
• Supports departmental projects and initiatives
• Assists with the Development of Knowledge Data Base
• Develop and enforce Key Performance Indicator’s
• Works with the Quality Assurance Team to support performance gaps of the team
• Evaluates and records all performance related matters with team members
• Assists with the training of new team members

• Partners with Call Center Supervisor, Trainer and Call Center Manager
• Additional duties as assigned

Education:

• High School diploma (or equivalent) required.

Work Experience:

• Minimum 2 year of customer service experience required, preferably in a call center environment
• Minimum 2-5 years in a leadership role. Team Lead, Supervisor, Sr. Supervisor, preferably in a call center environment.

Knowledge & Skills:

• Possess solid verbal and written communications skills.
• Proficient in Word, Excel, PowerPoint, and Microsoft Office
• Reliable transportation to and from work
•  Good organizational and problem-solving skills.
•  Ability to work independently and within established guidelines.
•  Ability to follow direction.
•  Ability to effectively work within a team.

Authority to Act:

?   Job is fairly routine. Incumbent follows established practices and procedures. Duties are performed with specific directions given and work is checked or verified on a frequent basis. Decisions are made within specific operational instructions and departmental guidelines. Errors in judgment could affect the smooth and efficient operation of the department.

?   Performs duties independently with minimal supervision, operating from specific and definite directions and instructions. Decisions are of a routine nature made within prescribed operating guidelines, policies and procedures. Mistakes/errors may result in work stoppage, loss of business, poor customer relations and/or damage to product, all of which can have negative financial implications for the organization.

?   Performs duties with little direction given, operating from established directions and instructions. Decisions are made within general Town Parke policy constraints but occasionally require independent decision making.

Budget Responsibility:

? The employee has control over resources available only.

? The employee has control over a department(s) budget.

? The employee has authority to develop. Manage and control a department(s) budget.

? The employee has authority to make financial decisions on behalf of TP.

The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit or stand for extended periods of time and may be required to run; walk; handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Lifting Requirements

?   Exerting up to 50 pounds of force occasionally, and/or up to 25 pounds of force frequently, and/or greater than 10 pounds of force constantly to move objects.

?   Exerting up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.

Working Environment

?  The majority of work will be performed outdoors for extended periods of time including up to the entire duration of shift. Employees are subject to environmental conditions including extreme heat and cold weather. Protection from weather conditions may be provided, but not necessarily from temperature changes.

?  The majority of work will be performed in climate-controlled environment, but may be exposed to inclement weather and varying degrees of temperatures on occasion.

Travel

Travel of up to 5% may be required.