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25.01.2017

Call Center Team Lead (office or remote)

Infuse
Реклама и PR-услуги
  • Регион:Харьков
Английский (свободно)

Kharkiv Office of a fast growing Internet Marketing Agency located in Boston, USA has an opening for a Call Center Team Lead

 

Job Responsibilities

  • Be in charge of running and managing the call center daily

  • Set targets for all other call center agents to meet up with

  • Understand all organization's products, services, procedures and guidelines and communicate same to all team members

  • Prepare forecasts and budgets for the call center

  • Monitor all calls to ensure that due procedures and quality standards are strictly adhered to

  • Facilitate and organize training session for all agents and participate in recruitment of new call center agents

  • Recruit new agents and schedule existing agents to meet service level objectives.

  • Conduct regular review of all call center agents' performance and organize training sessions for under performers

  • Submit regular reports to management and seek new ideas and strategies to improve performance at the center

  • Keep up with trends and happenings in the industry and ensuring adherence to industry standards

  • Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members

 

Successful candidate must be with

  • Excellent leadership skills and abilities

  • Strong problem solving skills

  • Excellent communication skills both verbally and written

  • The ability to work independently as well as in a team environment

  • The knowledge of effective motivational techniques to improve the performance of team mates

  • Ability to handle multiple tasks at the same time without errors and mistakes

  • Be familiar with latest call center monitoring solutions

  • Fluent English is a must

 

Job location options: office in Kharkiv or remotely from home

Working hours: aligned with the U.S. Eastern Standard Time business hours (Boston),

from 14-30 to 23-00 (Ukrainian time)