Contact Center Team Leader (Includes Selling) supervises contact center agents that make and receive calls focused on selling and promoting products or services. Monitors and evaluates interactions, workflow, and metrics to meet performance standards and sales targets. Being a Contact Center Team Leader (Includes Selling) coaches agents in best practices to respond to customer inquiries using scripts, dialogues, or talking points and how to identify opportunities to upsell additional products and services. Ensures that routine service requests are processed or redirected correctly. Additionally, Contact Center Team Leader (Includes Selling) responds to and resolves escalated issues or transfers complex requests to appropriate support teams. Prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a head of a unit/department. The Contact Center Team Leader (Includes Selling) supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Contact Center Team Leader (Includes Selling) typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Job Title: Team Leader
FLSA Status: Non-Exempt
Reports to: Residential Supervisor
Department: Clinical
Preparation Date: 8/22
CENTER’S MISSION AND VISION:
The mission of Prestera Center is a united effort dedicated to helping people achieve their full potential and to be the preferred choice for behavioral health services.
JOB SUMMARY
The Team Leader will provide day-to-day leadership to program and staff. Provides oversite of day-to-day consumer activities, orders’ supplies, provides staff supervision, and makes sure program and staff schedules are adhered to and environmental protocols and policies are followed in each assigned program. Provides direct services as needed.
DUTIES AND RESPONSIBILITIES
SUPERVISORY RESPONSIBILITIES
Supervises staff that work in program/service line.
QUALIFICATIONS AND REQUIREMENTS
EXPERIENCE, KNOWLEDGE, AND SKILL REQUIREMENTS:
EDUCATION AND TRAINING REQUIREMENTS:
DISCLAIMER
This job position performs other assignments and other duties and may change as deemed necessary by Prestera Center. I have read this job description and fully understand the requirement set forth therein. I hereby accept the position and agree to perform the identified essential functions in accordance with established policies and procedures.
It is the policy of Prestera Center to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information, or any other protected characteristic under applicable law. This policy relates to all phases of employment, including, but not limited to, recruiting, employment, placement, promotion, transfer, demotion, reduction of workforce and termination, rates of pay or other forms of compensation, selection for training, the use of all facilities, and participation in all company-sponsored employee activities. Provisions in applicable laws providing for bona fide occupational qualifications, business necessity or age limitations will be adhered to by the company where appropriate.