Team Leader

DescriptionThe Team Lead is a supervisory position responsible for supporting, coaching, developing, and supervising a group of employees within the call center.

This position requires flexibility to support any line of business.

Position DetailMultiple shifts available, with possible evenings and a weekend day.Supervise assigned employees daily performance in accordance with Company policies and proceduresPartner with workforce to meet staffing and scheduling needsCoach and mentor agents on their performance, as well as aid in career and performance development plansAddress behavior and attendance issues according to best practice for performance management as neededResolve escalated client concernsDemonstrate effective communication skills, exhibiting a strong level of professionalism with focus on customer/employee satisfactionDemonstrate teamwork by supporting and assisting other Team Leaders as necessaryConduct first-level interviews, according to interview guides and best practicesPerform other duties as assignedQualificationsPrevious supervisory experience required.Bilingual a plusPrevious quality experience (preferred).Possess strong verbal and written communication skills.Ability to motivate staff and maintain a high level of enthusiasm among employees within the center.Ability to work a flexible schedule as assigned.Assume responsibility for process changes and ensure that they are updated and communicated within established SLA’s.Ability to prioritize a large list of items to meet deadlines and goals of the management team and customers.Strong attendance and performance history.Ability to respond to a large volume of customer and internal emails in a timely manner.Must be able to work under pressure.CGS is an EEO/AA Employer/Male/Female/Vet/Disabled