Cooperator Call Center Team Lead
$59,196,800–$59,196,800 year
On-siteThe Bronx, New York, United States
Job Summary
Ensure operations coverage for all shifts while providing leadership, mentoring, and guiding the team to maximize Cooperator experience. Monitor service calls to assess employee professionalism, technical accuracy, and policy conformity, tracking trends to inform process updates. Conduct training to improve key performance indicators and assist with contingency plans, escalating and directing activities during systems problems or emergencies. Maintain professional relationships with all employees to foster a cooperative climate conducive to maximum morale, productivity, and efficiency. Provide updates on significant issues and take prompt corrective action where necessary. Requires three years of supervisory and call center experience, with a Bachelor's degree or equivalent.
Required Qualifications
- Bachelor's degree or equivalent experience
- High school Diploma or Equivalent
- Three years' supervisory experience
- Three years of Call Center experience
- Workforce management; forecasting, scheduling and real time operations management
- Training, coaching and development experience
- Drug screening, as permitted by, and consistent with, applicable law
- Ability to routinely exert up to 25 pounds of force to lift, carry, push, pull, or otherwise move objects
- Ability to perform regular walking or standing for extended periods of time
- Ability to stoop or bend
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