Implemented new ideas for improvement in interdepartmental relationships and work process to provide excellent customer service skills. capacity planning and cost and benefit analysis. Monitor monthly service levels, call qualities and call volumes. Interviewed and hired employees, ensuring they receive appropriate training and tools needed. Provided forecasts for future expenses and identified process improvements to reduce expenses. Often, incentives and bonuses depend on these assessments. Processed attestation of no income, attendance reporting, Spanish queue overloads and supervisor calls. Modern business requires communication skills that are effective across cultures, generations, and genders. Customer Service , … Initiated statistical and performance feedback and coaching on a regular basis to each team member. But aside from observing adherence to company rules, leaders should also uphold transparency. Accomplished financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Supervised the daily activities of a team of Call Center Representatives. Trained and motivated staff to meet and exceed sales goals. One of the tasks of team leaders is to help teams increase their competence. Utilized and interacted in social media to respond to customer complaints and praise. Utilized customer feedback, increasing customer satisfaction as well as loyalty through effective complaint resolution. Provided team with tools to maintain and increase service levels for both internal and external customers. Monitored and maintained monthly sales goals on a daily basis. Monitor CSR phone calls to ensure that company policy is being followed and continuously coach for improvement. The education sector is undergoing great transformation, and in the coming decades... Communication complexity rapidly increases even with a few program or project team members and stakeholders. Supervised the operational tasks of an inbound Medicare Part D project consisting of a team of 65. Given the importance of this, I have decided to mention the 7 skills that every team leader in software development must have.. Demonstrated skills at analyzed trends and assisted in creating action plans that determine a solution. Provided feedback to supervisor on staff member performance, assisted with drafting performance evaluations and conducted monthly desk audits. Learning programs equip agents with the knowledge and skills they need to meet the company’s performance standards. This requires them to be highly analytical and detail-oriented. Processed a high volume of customer service calls exceeding daily goals by average 18%. The team leader plays a high-impact role in the call center. Give presentations about Call Center procedures and responsibilities to the Member Service Representative Training Class conducted by Human Resources. B2B Sales Skill: How to Cold Call over the Phone with Purpose, Navigate through Gatekeepers and Set Client Meetings... An introductory course about understanding the foundations of Contact Centers in Customer Service... Stop relying on telecoms or vendors, and host your contact center in the cloud yourself... Research from the World Economic Forum (WEF) and Mckinsey shows that AI will increasingly disrupt what we do, who does it and how all work is done – e.g. Selected Contributions: Responsible for ongoing team development and to communicate updates and enhancements to team regarding company policies. Supported the Dispute by phone Support team by providing training, coaching and handling customer escalations. Maintained documentation of individual and Team metrics to include attendance, quality, production objectives and results, and disciplinary process. Perform inbound/outbound calls, daily communicating with clients from around the United States. Take incoming sales calls for a Comcast vendor selling television, Internet, telephone, and home security. Led a group of 6 luxury brand call center representatives in a high volume inbound call center. Handled high volume in bound escalated calls. In such situations, leaders may need to coordinate with other teams who can cover for unavailable employees. They must be able to analyze customer interactions, find what went wrong and what went right, and communicate these to employees. Answered escalated supervisor calls regarding loan modification. Leadership in a call center has to be transparent and hands-on, so any employee who understands this could be suited to a team leader role. Monitor staff production to assure sales and call volume passes meet the required metrics set for the team. Recognized for exceeding all Call Center's production call requirements and Quality Assurance procedures/ protocols. Top producer within a high volume call center that allowed me to be promoted to team lead. Evaluated and assessed Medicare applications applying established medical criteria including risk assessments and acceptance of risk using appropriate insurance industry standards. Applied sound communication and motivational techniques in supervising and coaching employees. Support for AT&T's U-Verse Service, which includes Internet, television and home phone products. As a result, it is of paramount importance that team leaders master these 5 skills for effective leadership - although everyone who works with customers could benefit from honing them too. Communicated subscriber requests for service according to established procedures. A team which works together well and happily is a more efficient team since their union can bring out the best in them. Identified employee developmental needs and competencies by providing daily performance feedback. Provided complaint resolution and HR administration support to start-up business. Assisted Supervisors with daily floor duties including helping staff troubleshoot. Assist agents as a lead responding to telephone inquiries, supervisor calls and order status. Conducted performance reviews and acted upon development needs where appropriate. Coached staff to improve business factors such as KPIs, service levels, call quality, hold time and availability. We ranked the top skills based on the percentage of call center team leader resumes they appeared on. Strengthened hiring practices through collaborating with Senior Management to revise interview questions and guidelines for CSR and Call Center Manager roles. Differentiated individual efforts and drove performance as part of compensation planning by conducting employee assessments and reviews on regular basis. Created Action Plans aimed at improving agent performance via Corrective Action and counseling for monthly metrics and attendance. Administered full support to a number of customer satisfaction initiatives in enhancing/meeting CSAT metrics. Formulated and enforced Service center policies, procedures and quality assurance measures. Sell online marketing and reference products to new and existing customers by phone Met or exceeded monthly sales goals. Assisted with high volume phone lines for Dallas Yellow Cab. Produced call center performance reports and implemented procedures to enhance the reservation process. As part of your leadership development initiative, focus on cultivating the following skills among your customer service team leaders. Established call center operational strategies by conducting needs assessments, performance reviews, Implemented process improvements to help increase productivity and efficiency. A call centre Team Leader is the person directly responsible for managing a team of call centre agents.. We are using cookies to give you the best experience on our website. One way to prevent this from happening is to develop an in-house leadership training program for freshly promoted or newly hired managers. Work daily with technology to ensure proper functionality, working corporately with the IT/Desktop/Telecom to achieve quick problem resolution. Supervised Call Center Operations for an inbound customer service call center at an internet and mail based retailer of vitamin supplements. Assisted CSR's with their daily inboundcalls, computer issues and handled escalation calls. Assisted C-75 with tracking and resolving customer complaints for disabled airline customers. Processed Florida KidCare applications, renewals, and Medicaid Closures; working supporting documentation; and determined eligibility. Documented team member performance and created and delivered semi-annual and annual performance reviews. Increased efficiency by monitoring staff service levels, operational expenses and productivity. Staff and project management—which is the primary role of leaders—is a massively challenging task. Trained other staff members to work as a call center customer service agent. Led a team of call center associates by conducting call monitoring, coaching and performance evaluations to ensure best-in-class service. Team leaders should constantly think of and implement ways to boost employee engagement, whether by incentivizing their staff or organizing team building activities. Assisted with implementation, documentation, training and roll out of new clients to the team on a regular basis. Establish and recommend procedures that focus on business improvements. Call Center Team Leader. Planning/Organizing: Supervisor is not only to inspect and mange work but also to make the project, estimate, scheme in detail, deploy the plan and finish it before dead line. Ensured proper implementation of all United Airlines operational procedures and quality of service standards. Coached team members on their performance on a regular basis, and write and deliver bi-annual performance appraisal. Managed team of 20+ CSR's in absence of team leaders. Coached/Developed coordinators to balance their time appropriately which allowed the customer service representatives to adhere to schedule adherence targets. Provided our shareholder and internal staff with technical support and training regarding our online systems. Communicated clear performance objectives to agents and provided continual performance feedback regarding their productivity. Communicate with both internal and external customers to gather project requirements; act as liaison between customers and internal departments. Prepare and deliver weekly written and verbal communications. Conveyed data to management and devised more efficient procedures. It’s thus not surprising that many professionals, even those handpicked for this task, underperform or fail outright once they move into this role. However, leadership skills can also be developed. (We covered these topics in the Specialization course 1 and 3.) Be open and honest. They offer support when needed and pull back to let agents perform. Out of all the resumes we looked through, 18.4% of call center team leaders listed customer service on their resume, but soft skills such as analytical skills and creativity are important as well. Managed employee performance through appraisal administration, developmental plans, disciplinary action, incentive plans, and recognition. Fulfilled project management responsibilities for a company-wide Windows environment upgrade to Active directory integrated Windows 2003 DHCP Server and DNS Server. Developed training materials and trained new hires each month in a one-week class. Content related: How do you select your technological partner?Key points to make the right decision. Monitor and enforce schedule adherence and ensure accurate account for payroll hours. Resolved escalated calls according to company policy in a high volume call center. Be firm but fair with everyone. Managed 42 direct reports (Union Employees) in a virtual environment and Call Center environment. It helps to write down the topics or issues that must be discussed, so they can make the meeting informative and productive. Created extensive training program for new hires and maintained new training materials. Developed and managed individual and team level performance improvement plans which was successfully used as a basis for immediate corrective actions. Ensured team achieved high average of 500 outbound calls per day with approximately 150 completed survey calls by allocating resources. Provided input on hiring interviews, coaching and discipline of team members, along with performance reviews. Coaching customer support reps is the most important role of team leaders. Provided support for setting up Macintosh/ Windows Operating Systems and installing/uninstalling appropriate software. Configure firewall settings, and/or anti-virus settings for both Windows and Macintosh PC interfaces. Resolved escalated customer questions, issues and complaints. Call Center Team Leader Resume Objective As the leader of a group of call center individuals, you are in charge of making sure that their sales and customer service skills are top-notch. To gain an in-depth understanding of the team leader role, we conducted a series of interviews and surveys with successful call center team leaders and their supervisors. Assisted Management, operated as a team lead, and monitored inbound/outbound calls for an FSA call center. Facilitated monthly group communication sessions designed to generate discussion and provide guidance regarding policy changes and personnel responsibilities. Conduct week long training classes for newly hired agents. Develop and facilitate presentations to communicate challenges and opportunities between the Product channel and Client Services on regular basis. Project managers are the “hub” of their project communication. Managed automated call distributor (ACD) to 90% service level utilizing daily, weekly and monthly metrics/reports. Developed technical support scripts and how-to's, as well as FAQs. Report to senior management on team accomplishments, achievements and productivity Investigated and resolved problems escalated through lower-level staff members. Provided assistance to customers with new and existing orders via the phone and internet. Ensured appropriate service levels by monitoring and instituting the necessary KPI's to track key activities and measure departmental performance. But most importantly, they should be able to articulate their insights clearly when coaching their agents. Assist team in achieving their career goals and reaching their expected departmental goals through one on one coaching and development. * Report daily, weekly and monthly productivity reports. Mentored and trained staff members on an individual and group basis. Implemented all the policies and procedures training manuals for the new Medicaid and Peach Care for Kids Health Plans. Assist internal and external customers,perform one 2 one coaching sessions, develop action plan and coaching. In this course, you will learn how to define your target market, create a scalable sales process, and build training, coaching, hiring, and onboarding programs to help your sales team grow better. Handled business transactions in connection with activation of new customer accounts on a computer terminal. Used CMS to monitor call flow of the call center. Coach and develop call center agents to ensure that personnel adhere to schedules and conform to quality standards governing work processes. Supervised and trained a team of 9-16 representatives to answer a high volume of inbound calls. Go to person for staffs' and clients' questions, troubleshooting, and concerns. Translated goals and objectives into workable appropriate solutions for staff members. This way, agents will be able to align their performance and priorities to your goals. Analyzed productivity reports and performance metrics to identify opportunities for development. Performed quality review of all files submitted by delegated representatives to ensure accuracy and integrity of files prior to foreclosure referral. He or she should have the required ability to operate well in a call center team environment as a leader. Coached and developed team towards reaching company-wide goals/metrics. Answered calls in a high volume call center where I addressed questions with employees and customers regarding their wireless accounts. Communicated with internal and external customers to accomplish job tasks using company authorized communication tools. Manage a team of 15 CSR's with questions and quality grading, Assisted with supervisor/escalated calls. Oversee the daily operations of the Call Center to ensure all policies and procedures are followed while responding to inbound/outbound calls. Outbound Calls. The key skills required for a Team Leader are those associated with leadership – motivator, coach, organiser and a good communicator. Facilitated cross-functional employee communication to generate a better workplace. Or agile programs and projects. Answer questions asked by agents, handle caller complaints, take supervisor calls and make supervisor callbacks. As a call center manager, your job is to keep your agents motivated and encouraged while holding your team accountable to goals and deadlines. 1. Resolve high profile customer escalations. Assist with payroll disputes and ensure accuracy of Empower so that agent is paid. Processed member enrollments and plan changes for Medicaid recipients. Provide coaching to Customer Service Representatives on developing effective communication techniques, courteousness, and empathy. Make sure to track, maintain and exceed company sales goals. Handled escalations for problem resolution. Managed reporting for service levels and staffing needs. Point of contact for customer complaints and escalated issues. Take escalated calls, answer questions and recommend corrective services to address customer complaints. Maintain the reference materials distributed to all call center staff to ensure Managed over 700 CheckPoint firewalls for customers including VPNs, Remote Access, system upgrades, troubleshooting, and performance monitoring. Ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies. Spearheaded SLA deliverables and escalation management while ensuring customer satisfaction and support team development. Effective leaders have the ability to communicate well, motivate their team, handle and delegate responsibilities, listen to feedback, and have the flexibility to solve problems in an ever-changing workplace. Key Accomplishments and Responsibilities Leaders must thus be able to develop a good plan, delegate tasks effectively, and allocate the right resources to certain tasks. Adhere to company policies, procedures and guidelines. Supervised a high volume, inbound call center. Take customer escalations and provide solutions. Trained and supervised full and part time personnel on company policies, protocol, equipment maintenance, expenditures and pricing. Gather data for Key Performance Indexes (KPI) and utilize to strengthen team skills. Answered questions regarding health insurance, while maintaining knowledge of HIPAA laws, and healthcare laws. Train new individuals and retraining of existing personnel Assist the manager in planning and controlling daily activities. Served as a point of contact and escalation point for troubleshooting and for higher level staff and system related concerns. Provide troubleshooting support, answer and resolve problem that range from basic to complex technical issues related to web-based organizational applications. Call center team leaders are hands-on leaders. Administered proactive and reactive measures via communication with customers and emergency response personnel regarding safety and security. Responsible for ongoing training of staff. Cold calling leads to failure, fatigue, and more failure - it's time to adopt a new strategy. Establish and reinforce partnerships, construction collaboration, independence and communications. If you want to get a job as a call center team leader, your resume needs to demonstrate that you have the hard and soft skills to handle whatever the day throws at you. Provided weekly and monthly coaching to associates regarding key performance indicators through observation and one-to-one coaching. This website uses cookies to provide you with the best browsing experience. If you disable this cookie, we will not be able to save your preferences. Handled supervisor calls when supervisor was unavailable. Monitored calls for quality and training purposes Handled escalated supervisor calls. They also know when to act, and they do it decisively. Review agents daily calls and deliver performance reviews. Provided coaching and performance reviews, while ensuring department metics were met and exceeded. Team leaders working in call centers also have the role of training their team members and reviewing their performances from time to time. Summary : Customer Service Team Lead II, with over eighteen years of experience in a health insurance medical plan call center.Possess ability to multitask in a fast-paced call center environment and aptitude to effectively facilitate escalated customer issues through strong communication, organizational and interpersonal skills. Coached, developed and trained all direct reports, and wrote monthly and yearly associate reviews. Design new service level elevation program and associated training materials. Utilize Key Performance Indicators (KPI) to effectively manage teams. Developed internal correspondence that facilitated effective communication and transfer of information between office professionals. Here's how Customer Service is used in Call Center Team Leader jobs: Here's how Outbound Calls is used in Call Center Team Leader jobs: Here's how Procedures is used in Call Center Team Leader jobs: Here's how Process Improvements is used in Call Center Team Leader jobs: Here's how External Customers is used in Call Center Team Leader jobs: Here's how Quality Standards is used in Call Center Team Leader jobs: Here's how Performance Management is used in Call Center Team Leader jobs: Here's how Company Policies is used in Call Center Team Leader jobs: Here's how High Volume is used in Call Center Team Leader jobs: Here's how Internet is used in Call Center Team Leader jobs: Career Details for a Call Center Team Leader, Best States for a Call Center Team Leader, Top Salaries for a Call Center Team Leader. Educate agents and providers regarding HIPAA, Privacy Policy and Provider agreements. Provided prompt and accurate information to customers. Review business performance to ensure performance metrics and goals are being met daily and monthly and make modifications as needed. Also, customer support agents must be encouraged contribute ideas and insights whenever possible. Promoted and cultivated an environment that encouraged associates to recognize and 1. Leaders should always strive to keep employee attrition rates low, or to even eliminate it completely. Deliver quality coaching to customer service representatives, providing ongoing work performance assessment and guidance. The employee evaluations period is a highly stressful time for employees and leaders alike. Issue and follow up on specific instances of call center policy violations; tracking violations through agent- specific HR documents. Increased productivity through positive reinforcement. Process all attendance and performance evaluations, provide training to new employees. Supervised 15 to 20 Customer Service Representatives taking Medicare Part D service claim calls. Conducted quality monitoring and provided feedback on performance standards and semi-annual performance reviews. Resolved customer escalations pertaining to LAN/WAN and HLR/VLR. Resolved customer inquiries Troubleshoot minor technical issues with drivers in-car computer system. Supervised and trained call center agents, conducted quality assurance checks and performance reviews. People who become team leaders have some special skills that every employer lookout for, which are necessary to getting the job done. Supervised shift operations for a Customer Service Call Center at an internet based retailer of fine art prints and customer framing. Led customer service management initiatives; provided oversight of 150 Staff members and 5 Managers. Write and conduct performance evaluations of direct reports. 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