The Team Lead’s primary role is supporting and improving the performance of our OnCALLogist team, while also continuing stellar performance as on OnCALLogist during regularly scheduled agent shifts.
Reporting Relationships
Position Reports to: Call Center Manager
Positions Supervised: OnCALLogists/BDC Representatives
Primary Duties and Responsibilities
- Understand and practice Call Control’s Core Values and Mission.
- Understand Call Control’s Key Performance Indicators (KPIs) and their scope of impact.
Leadership
- Oversee a team of call center agents, providing guidance, coaching, and mentoring to ensure adherence to company policies and service standards
- Track key performance indicators (KPIs) such as productivity, handling time, customer satisfaction, and scheduling ratios, and provide feedback to improve team performance
- Complete recurring scheduled 30-minute 1 on 1 meetings with direct reports to provide coaching, mentorship and training.
- Communicate updates and performance reports to management and direct reports. Collaborate with other departments to align team goals with organizational objectives
- Foster a positive, safe, and harmonious work environment, motivating the team and promoting high morale
- Assist department heads with additional administrative tasks when requested.
Lead by example with exceptional OnCALLogist work (Agent Shifts)
- Perform efficient and elite inbound and outbounds calls, handle chats, and maintain our Pipedrive database for our clients when necessary
- Understand Call Control’s Key Performance Indicators (KPIs) to achieve all objectives
- Participate in team meetings, trainings, and 1 on 1 sessions to be coached, monitored, and supported by Call Control team
