Call Center Team Lead

Are you ready to make a move into Call Center Leadership? Prestige is searching for a Call Center Team Lead. This role is full time and will be based out of Cleveland, OH. This is an onsite position managing a team of 12-15 work from home agents located throughout the United States.

JOB DESCRIPTION:
Full-time position open in the Cleveland office. This is an onsite position in office managing a team of 12-15 work from home agents located throughout the United States. If you are a call center agent with a desire to make the next step in your career, this position is for you! 

The ideal candidate will have a background working in a call center with a sales mindset. A strong coaching and development background along with a solid understanding and experience with reporting and Excel. This is an agent focused position designed to develop agents to understand and meet all KPI’s.

RESPONSIBILITIES:

• Create and update various reports using Excel and 3rd party reports. Update daily, weekly and monthly as needed to remain current
• Assist with reviewing resumes/applications and conduct preliminary interviews with candidates
• Assist with onboarding and training new hires
• Provide regularly scheduled coaching to agents to improve performance
• Assist agents with all questions regarding processes, procedures, and disciplinary actions
• Provide any escalation necessary to either site managers, area managers or district managers, etc., for any “emergency” situation that may arise at a store location before or after hours
• Oversee and ensure conflict resolution between agents and customers
• Ensure all agents are achieving the various established performance metrics and taking coaching/corrective action as needed to achieve and maintain those metrics
• Assist with reviewing and tracking agent schedules so all call center hours of operation are adequately staffed.
• Ensure that all employees follow and understand all company policies and procedures
• Answer incoming calls on as needed basis
• Other responsibilities as assigned