Operations Team Lead

Roles and Responsibilities: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, telemarketing, scheduling 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.

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.

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