Team Lead - Telecommunications Experience Preferred
Location: Las Vegas
Posted on: October 1, 2024
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Job Description:
Team Lead will be responsible for providing quality and
efficient customer service to customers through the daily
management of a team of up to 30 employees to include hiring,
motivating, recognizing and rewarding, coaching, counseling,
training and problem solving. Additionally, responsible for
assisting manager with development, analysis and implementation of
staffing, training, telemarketing, scheduling, and
reward/recognition programs.
Essential Duties and Responsibilities
Include the following. Other duties may be assigned to meet
business needs.
1. Provide daily direction and communication to employees so that
customer service calls are answered in a timely, efficient and
knowledgeable manner. Provide continual evaluation of processes and
procedures. Responsible for suggesting methods to improve area
operations, efficiency and service to both internal and external
customers.
2. Provide statistical and performance feedback and coaching on a
regular basis to each team member. Write and administer performance
reviews for skill improvement.
3. Be available for employees that experience work and/or personal
problems providing appropriate coaching, counseling, direction and
resolution.
4. Insure employees have appropriate training and other resources
to perform their jobs. Respond to and resolve employee relations
issues expressed by team members; create and maintain high quality
work environment so team members are motivated to perform at their
highest level.
5. Address disciplinary and/or performance problems according to
company policy. Prepare warnings and communicate effectively with
employees on warnings and make effective/appropriate decisions
relative to corrective action as required.
6. Assist manager with daily operation of call center to include
the development, analysis and implementation of staffing, training,
telemarketing, scheduling, and reward/recognition programs. Work as
a member/leader of special or on-going projects that are important
to area/process improvement.
7. Share continual responsibility for deciding how to manage the
employees ensuring calls are handled efficiently and
effectively.
8. Establish work procedures and processes that support company and
departmental standards, procedures, and strategic directives.
9. Use appropriate judgment in upward communication regarding
department or employee concerns.
Qualification/Requirements:
1. Proven leadership experience
2. Ability to develop and motivate a team
3. Ability to communicate effectively to a variety of audiences
4. Ability to provide and support a vision and direction
Education/Training/Experience
High school diploma or GED
We are an equal employment opportunity employer and will consider
all qualified candidates without regard to disability or protected
veteran status.
Keywords: , Las Vegas , Team Lead - Telecommunications Experience Preferred, IT / Software / Systems , Las Vegas, Nevada
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