The team lead position is responsible for providing quality and efficient customer service
to customers through the daily management of a team of employees to include but not limited to motivating recognizing and rewarding coaching counseling training and problem solving. Additionally the position is responsible for assisting the manager with development analyses and implementation of staffing training telemarketingscheduling and reward/recognition programs.

Job Duties:

• Provides daily direction and communication to employees so that customer service calls are answered in a timely efficient and knowledgeable manner.
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations efficiency and service to both internal and external customers.
• Maintain and manage daily operations reports.
• Provides statistical and performance feedback and coaching on a regular basis to each team member.
• Is available for employees who experience work and/or personal problems providing appropriate coaching counseling direction and resolution.
• Ensures employees have appropriate training and other resources to perform their jobs.
• Responds to and resolves employee relations issues expressed by team members.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Addresses disciplinary and/or performance problems according to company policy.
• Assists the supervisor/manager with daily operations of the call center to include the development analyses and implementation of staffing training production scheduling and reward/recognition programs.
• Works as a member/leader of special or ongoing projects that are important to area/process improvement.
• Shares continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively.
• Establishes work procedures and processes that support the company and departmental standards procedures and strategic directives.
• Uses appropriate judgement in upward communication regarding department or employee concerns.

Skills/Requirements:

Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers.

Knowledge of contact center technology.

Excellent leadership and organizational skills.

Excellent performance management skills.

Strong problem solving and analysis capability.

Excellent command of the English language good use of grammar skills.

High school diploma

Must be able to pass English grammar and sentence structure competency

General education diploma some college desirable

Contact/Call Center

Attendance and Punctuality:

Regular attendance and punctuality are vital attributes for all employees and critical for our staff as we are the role models for our organization and future leaders. It is important for employees to attend work regularly and to arrive at work on time because failure to do so detrimentally affects employee morale and productivity throughout North End Teleservices LLC.

Compensation:

North End Teleservices will offer a comprehensive benefits package. Compensation is commensurate with skills and experience.

Why North End Teleservices

At North End Teleservices we value creativity innovation and a deep understanding of our business and clients. As a Creative Proposal Writer you will have the unique opportunity to shape how we communicate our value and vision directly influencing the success of our business. Join us and be part of a team that thrives on collaboration creativity and making a real impact in the lives of our clients and communities.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

Attendance and Punctuality:

Regular attendance and punctuality are vital attributes for all employees and critical for our staff as we are the role models for our organization and future leaders. It is important for employees to attend work regularly and to arrive at work on time because failure to do so detrimentally affects employee morale and productivity throughout North End Teleservices LLC.

DEI Competencies

Diversity equity and inclusion as a leadership competency is a measure of success within NET.

• Cultural competence:
  • Understand multiple frameworks values and norms.
    • Demonstrates an ability to flex style when faced with myriad dimensions of culture to be effective across cultural contexts.
    • Negotiation: Negotiates and facilitates cultural differences conflicts tensions or misunderstandings.
    • Judgment: Can discern when to inquire advocate drive or resolve more decisively.
    • Continuous learning: Commits to continuous learning/improvement in diversity inclusion and cultural competence.
    • Corporate communications: Acknowledge and address possible unfavorable impact.
    • Corporate Social Responsibility: Influences media and marketplace via communication and community outreach to competitively position the organization.
    • Brand Management: Identifies partners and leverages relationships with key external diverse suppliers organizations and customers to: Enhance the supply chain and Increase market share revenues and loyalty.
    • External Market Knowledge: Understands and is current on global and local trends/ changes and how they inform and influence D&I.
    • Supplier Diversity: Identifies partners and leverages relationships with key external diverse suppliers organizations and customers to Enhance the supply chain and Increase market share revenues and loyalty.

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race color national origin religion gender gender identity sexual orientation disability veteran status age marital status citizenship status or any other status protected by law.