Call Center, Team Lead

Job Summary

Team Leads will work closely with the department Supervisor to ensure the department’s performance, staffing needs, and continued growth and development for employees. Team Leads will be responsible for providing quality and efficient taxpayer service through daily management of teams, including motivating, recognizing, coaching, training, problem solving, development and analysis of the TSR’s stats/performance. Additional responsibilities include overseeing the communication and tips of our mailings. They participate in change review/implementation of new processes and procedures; and support their team to ensure each TSR knows the changes and can apply them to their daily tasks/calls.

Primary Responsibilities

  • Lead a team of Taxpayer Service Representatives (TSR) by monitoring phone calls and daily work.
  • Audit TSRs on phone, processes, and in the system.
  • Coach TSRs on Audit results.
  • Take Supervisor calls and assist to resolve a TSRs more complex issues
  • Gather and maintain data regarding the department and representatives.
  • Develop training material and train new employees and temporary staff members.
  • Attend Team Lead meetings and provide updates regarding team.
  • Provide daily direction and communication to employees to ensure 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 taxpayers and clients.
  • Provides statistical and performance feedback and coaching on a regular basis to each team member.
  • Writes and administers performance improvement plans for skill improvement.
  • Is available for employees who experience struggles with a skill or call, coaching, direction and resolution.
  • Ensures agents have appropriate training and other resources to perform their jobs.
  • Responds and/or escalates to management 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 expectations.
  • Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
  • Assists the supervisor/manager with daily operation of the call center to include the development, analyses, training, and reward/recognition.
  • Works as a member/leader of special or ongoing projects that are important to area/process improvement.
  • Shares continual responsibility for deciding how to motivate team members, ensuring calls are handled efficiently and effectively.
  • Participate in feedback and establishment in work procedures and processes that support the company and departmental standards, procedures, and strategic directives.
  • Uses appropriate judgment in upward communication regarding department or employee concerns

Job Qualifications

Education, Experience, and Certifications

  • High school graduate or have an equivalency certificate (GED)
  • Previous customer service telephone and in-person experience
  • Previous experience leading others a plus

Knowledge, Skills, and Abilities

  • Advanced technical skills with MS Office, software applications, and databases
  • Complex research abilities
  • Problem-solving/Reasoning
  • Demonstrated use of discretion, good judgment, adaptability, versatility
  • Demonstrate positive attitude
  • Excellent writing, editing, proofing, listening, and grammar skills.

Interested in this career opportunity?

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