Contact Center Team Leader
On-site · Salem, Oregon, United States
Job Summary
The Contact Center Team Leader will supervise and develop a team delivering timely, knowledgeable customer service, including coaching, training, and performance feedback; optimize processes and staffing; manage projects and reporting; and promote the organization’s mission and values. Key duties include directing daily operations, evaluating and improving service efficiency, ensuring staff training and resources, maintaining a high-quality work environment, developing and implementing staffing/training/scheduling and reward programs, participating in special projects, and preparing operational plans and status reports. Required: a High School Diploma or GED (Associate degree preferred) and at least 2 years of related experience, strong written and verbal communication, complex-project problem solving, organizational skills, collaboration across diverse teams, and proficiency with Microsoft Office and Excel.
Required Qualifications
- High School Diploma or GED required
- Associate degree preferred but not required
- At least 2 years of related experience
- Excellent written and oral communication skills
- Extensive experience in working on complex projects with critical thinking and problem solving
- Excellent organizational and administrative skills with demonstrated ability to work towards and meet deadlines by planning and organizing
- Demonstrate the ability to balance work pressure with time management skills
- Demonstrate ability to build positive relationships and communicate with people of diverse backgrounds and abilities
- Experience in working, initiating, and maintaining a highly effective team
- Competent in the use of Microsoft programs and the Internet
- Competent use of Excel
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