JUNIOR CONTACT CENTER TEAM LEAD
$39,520–$43,680 year
HybridNaperville, Illinois, United States
Job Summary
Oversee daily contact center operations by supervising staff, implementing QA programs, and resolving escalated customer issues. Develop operational strategies through needs assessments, capacity planning, and cost-benefit analyses while collaborating with IT to minimize technical disruptions. Manage staffing rosters, delegate tasks, and coach analysts on procedures and performance targets. Monitor system performance, conduct audits, and prepare operational reports for management. Handle confidential information and resolve team conflicts using established company rules. This role supports TOGA Technology's Service Desk department, requiring primary overnight shifts with flexibility for daytime coverage.
Required Qualifications
- Some call center experience
- Must be able to learn and support new and quickly changing technologies
- Ability to research solutions or information regarding technical issues
- Must be able to handle confidential information in an appropriate manner
- Must be available for overnight shifts
- Must be available for day time shifts with proper notice
Desired Qualifications
- Familiar with a retailer's standard operating procedure
- Experience assisting retail associates experiencing procedural or operational difficulties using proprietary IT applications
- Excellent customer service and communication skills
- Demonstrated competence to assess priorities and manage a variety of activities in a time-sensitive environment
- Strong focus on teamwork
- Excellent organizational and leadership skills
- Problem-solving ability
- Computer skills in Microsoft Office
- Excellent people skills
- Demonstrated maturity and judgment
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