Call Center Team Lead crt

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Call Center Team Lead (CRT)
The candidate will develop and supervise a team of agents directing their activities for the achievement of company targets and goals. Identify, monitor and articulate reporting requirements; which includes targets, specific data, anticipated outcomes and other key performance indicators. Identify, recommend and support the implementation of various programs for the improvement of contact center processes through support of quality and training efforts. Prepare, develop and conduct performance evaluations, make employment decisions, set up performance goals and targets for assigned team. Lead and drive key initiatives that align with end state goals by working cross-functionally with internal and external teams. Performs duties professionally and contributes to a positive work environment. Promote employee-centric culture that encourages employee satisfaction and engagement. All other duties as assigned. Must have work at home experience leading remote teams. Must have the ability to work collaboratively with a variety of people at all levels within the organization to ensure effective communication and success of key initiatives. Must have excellent leadership and communication skills with an ability to manage a team and the ability to lead and influence others. Detail-oriented with effective time management, organizational and problem solving skills needed. Ability to work independently (self-starter) and as a member of various teams or committees needed. Ability to analyze information, assess situations and use sound judgement to minimize risk and maximize employee and company performance needed. Proficient on MS Office Suite, Workforce Management programs (Verint preferred). Four year degree with a business focus or equivalent work experience, preferred. 1-2 years of contact center experience, previous leadership experience preferred.

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