Contact Center Team Lead

公司: SmartFinancial
工作种类: Full-time

SmartFinancial is a leading insurance marketplace serving the needs of customers across all 50 states. We are a growing technology company on a mission to simplify the insurance-buying experience with a transparent insurance-technology platform that matches shoppers with the right insurance carrier products.
We are seeking a highly motivated, performance-driven individual to work as a Team Lead in our growing Columbus downtown-based call center. The Contact Center Team Lead will prepare, motivate, and coach their staff members to provide excellent service to our consumers while meeting performance metric targets in a highly production-oriented onsite call center environment. This Team Lead will analyze performance behaviors on a daily basis, ensure call quality standards are met, manage personnel decisions, assist with hiring and training efforts, oversee the progressive discipline process, enforce company policies, and ensure that the company and team meet established goals. 
Responsibilities: 
Oversee the daily activities of a performance focused Call Center staff that specializes in screening consumer prospects and transferring them to large scale insurance carriers and agency clientele
Responsible for ensuring that the Call Center staff is meeting production targets and the company's revenue goals
Conduct and review quality control audits to monitor the team's performance through both side-by-side observations as well as live-listening and provide timely feedback to team
Coordinate, monitor, and track performance deliverables & workflow process management
Oversee time management and efficiency behaviors
Responsible for addressing any problems that require coaching or corrective action, in adherence with overall business expectations of Contact Center department
Perform recurring administrative & analytical duties including assuring schedule adherence & script compliance, reviewing agent performance reports, attendance, etc.
Partnering with People Operations to address employee grievances, complaints and other HR related issues
Ensure agents' understanding of and compliance with all legal and departmental policies
Collaborate with leadership to establish ongoing process management including quality calibrations, providing coaching interaction details to management, assisting with new hire/ongoing training efforts, providing feedback to senior leadership related to team's performance status, and corrective action plans for low performers
Help to maintain a high level of employee engagement through various channels including: Incentive Management, Rewards and Recognition programs, and team building activities
Assist with call volume by taking Inbound/Outbound calls as needed
Report to and partner up virtually on a daily basis with leadership based out of state
Other duties as assigned
Requirements
Knowledge/Skills/Abilities:
Professional Knowledge
Ability to identify strengths and weaknesses of the team; mentor and assist with developing performance of agents
Ability to multitask, meet deliverables, be detailed-oriented, be dynamic, and be innovative
Ability to learn and use various technology and software applications
Communications
Effective oral and written communication skills
Excellent interpersonal skills
Ability to interpret and apply required policies and procedures
Approachable
Qualifications:
Bachelor's Degree preferred 
3+ years team management experience required
5+ years Customer Service and/or Sales experience required
Prior experience in outbound telemarketing preferred
Any similar combination of the above education and experience
Prior experience in managing onsite and employees preferred
Benefits
401(k) matching
Dental insurance
Health insurance
Health savings account
Life insurance
Paid time off
HSA/FSA options
Referral program
Vision insurance
Supplemental pay types:
Bonus opportunities
Commission pay
Yearly bonus
Pay Range - (phone number removed)

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