Call Center Team Lead Resume Samples

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K West

Kenneth

West

196 Bernita Mountains

Detroit

+1 (555) 516 4542

196 Bernita Mountains

Detroit

Phone

p +1 (555) 516 4542

Experience Experience

Dallas, TX

Call Center Team Lead

Dallas, TX

Moore-Bartoletti

Dallas, TX

Call Center Team Lead

Assists manager in employee evaluations and provides staff feedback to Manager
Research and discover methods for improvement of service, and make detailed recommendations to management
Workflow Management a) Monitor workflow to ensure tasks are completed within timeliness standards which are driven by trade dates and contractual agreements
Perform weekly quality assessments of assigned analysts, provide timely feedback, and communicate any issues or concerns to management
Monitors call traffic and makes adjustments based on call center traffic patterns
Conducts interviews for prospective Communications Representatives and makes recommendations to manager
Create progressive disciplinary actions and development plans

Phoenix, AZ

Healthcare Call Center Team Lead

Phoenix, AZ

Gleichner, Bashirian and Berge

Phoenix, AZ

Healthcare Call Center Team Lead

Perform special project assignments from time to time, such as research work and obtaining special authorizations
Check work at frequent intervals to ensure accuracy and compliance
Coordinate workflow and schedule daily activities
Assist team in obtaining and maximizing accuracy and productivity
Research complex issues for customer, supporting their requests, making outbound calls to provide customers with updates or to gain additional information
Address claims related issues, concerns and escalations from insurance providers and/or members
Monitor the quality of the work as your team provides medical facilities, insurance providers and members with routine information regarding effective dates of coverage, claims history, deductible and coinsurance amounts, and general benefit information

present

Houston, TX

Tax Services Senior Indirect Tax National Tax-affordable Care Act Call Center Team Lead

Houston, TX

Price, Gusikowski and Lowe

present

Houston, TX

Tax Services Senior Indirect Tax National Tax-affordable Care Act Call Center Team Lead

present

Assist ACA Senior Manager in managing the day-to-day call center and ACA processing operations
Passionate about customer service and developing people
Run and analyze weekly management reports
Develop and implement training materials
Work closely with implementation team regarding new client rollouts
Ensure that each team member has a balanced workload
Proven track record of managerial and/or supervisory success

Education Education

Bachelor’s Degree in Business Management

Bowling Green State University

Bachelor’s Degree in Business Management

Skills Skills

Strong people management capabilities
Detail and results oriented with superior organizational skills
Independent decision-maker with excellent communication skills
Highly assertive
Ability to work a scheduled shift that may include some weekend or later evening hours – flexibility in shift hours is
Ability to lead direct reports and maintain composure during crisis situations
Proven ability to work creatively and analytically in a problem-solving environment
Able to successfully coach and develop direct reports
Excellent leadership, communication (written and oral) and interpersonal skills
Demonstrated knowledge of traditional physical security equipment

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Tax Services Senior Indirect Tax National Tax-affordable Care Act Call Center Team Lead Resume Examples & Samples

Recruit, train and manage 10-15 Staff-level employees
Develop and implement training materials
Collaborate with quality team regarding quality assurance initiatives
Run and analyze weekly management reports
Review staffing schedules and ensure appropriate coverage
Work closely with implementation team regarding new client rollouts
Ensure that each team member has a balanced workload
Participate in or lead team and operations meetings
Audit time sheets and submit in a timely manner
Disseminate new and updated information as appropriate
Perform other duties as required by ACA Senior Manager
Assist ACA Senior Manager in managing the day-to-day call center and ACA processing operations
Bachelor’s degree and two to five years of experience supervising a call center or processing center
Proven track record of managerial and/or supervisory success
Able to successfully support and coordinate simultaneous projects, while exercising good judgment
Proficiency in the use of standardized software and hardware applications, including MS Word, Excel and Outlook, and Lotus Notes
Able to analyze complex situations and derive workable solutions
Able to interface with personnel at all levels – both junior and senior to the role of ACA Team Lead
Passionate about customer service and developing people
Able to take initiative and be self-motivated
Able to thrive in a team environment, but also able to work independently
Able to understand the detailed impact while maintaining a “big picture” mentality
Committed to following through effectively on all client requests, both internal and external

Call Center Team Lead Resume Examples & Samples

Responsible for performance management, leadership, and training of team members
Able to assist with the maintenance of client files and administrative documentation
Support business development by maintaining team and proposal information such as bios, example presentations, etc
Ability to work on team

Call Center Team Lead Resume Examples & Samples

Manage direct reports in the following capacity: Monitor calls for quality, provide performance coaching and feedback; Track attendance and performance of team and individuals; Assign work to team members and make them accountable for their work; Provide input into performance management and terminations; Assist in performance ratings of team members at year end; Manage the queue of calls to ensure service levels are maintained
Implement Process Improvements for Team. Recognize, evaluate and identify areas for improvement. Also, support initiatives that are put in place firm wide
Resolve participant escalations/issues without further escalation by providing superior customer service and advance problem solving skills
Other (Interviewing candidates, providing input on hiring, training, client meetings, client tours, cross-site meetings, team meetings)
3+ years of leadership experience in a benefits outsourcing call center

Health Care Call Center Team Lead Resume Examples & Samples

Provide day-to-day direction and guidance to approximately 7-15 Health Care Call Center Representatives and Sr. Health Care Call Center Representatives
Assist team in obtaining and maximizing accuracy and productivity
Mentor and train associates
Familiarity with personal computers
Must possess leadership attributes

Healthcare Call Center Team Lead Resume Examples & Samples

Coordinate workflow and schedule daily activities
Check work at frequent intervals to ensure accuracy and compliance
Research and resolve the more complex or escalated issues
May perform special projects and other duties as assigned. To ensure acceptable quality standards, they monitor, document, and provide feedback to associates on inbound/outbound calls and emails
1 year of customer service or call center experience
Post-secondary education or 3 or more years of customer service or call center experience in health care related environment is strongly preferred

Call Center Team Lead Resume Examples & Samples

Acts as authority in absence of manager and assures smooth call center operations during manager’s absence
Coordinates training of new Call Center staff
Conducts training and maintains training materials and equipment
Assists manager in employee evaluations and provides staff feedback to Manager
Monitors performance indicators using CECC and CERT
Ensures staff members are meeting departmental goals and provides feedback to Manager
Conducts interviews for prospective Communications Representatives and makes recommendations to manager
Utilizes good judgment and refers to department protocols to resolve patient, consumer or physician issues
Resolves non-routine customer service/physician referral calls that may adversely affect patient care and/or customer service
Updates office procedures/protocols manuals
Determines when situations warrant contacting Manager, Administrators on call and/or Security
Assists in facilitating programs and activities for employee recognition, process improvement and morale
Answers incoming telephone calls for all physician referral and service lines
Effectively performs provider referral, class registration, screening appointments and access to all other services throughout the Strong Health System
Performs and maintains a constructive working relationship with the callers, physician offices, team members, supervisors and others as needed
Works closely with clinical departments to sustain effective call center performance and meet their business objectives
Makes outbound calls for satisfaction surveys, etc., as assigned
Accurately records calls in CECC at time of call
Performs CECC database maintenance as directed and/or as necessary
Identifies improvements and makes recommendations to resolve operational issues
Determines appropriate resources to resolve software, hardware or telephony problem. Escalates as appropriate to ISD, NEC, UTD and/or Manager
Provides guidance and assistance to team as needed. Develops application references, instructional materials
Alerts manager to disruptions in automated activities and/or computer systems, which impact customer service or department’s operation
Assists Manager with creation of monthly and ad-hoc reports from telephony and software systems

Call Center Team Lead-wah Resume Examples & Samples

AAS Degree (BA/BS preferred) and a minimum of 5 years relevant call center experience or the equivalent combination of education and experience
Minimum of 2 years of previous supervisor experience in a Work-At-Home call center environment or remote work setting required
Experience working with and reporting from an ACD switch, e.g. Avaya
Demonstrated business communications skills including, but not limited to, preparing reports, speaking before groups of people, negotiations
Siebel experience preferred
Ability to work and strive in a dynamic 24 x 7 work environment
Ability to work anon-standard work schedule including swing shift, overnight and weekend shifts. (Initial Shift will be Overnights. Specific days are TBD.)
Regular Hours: 24 hour availability, specific hours to be determined

Senior Client Services Representative Call Center Team Lead Resume Examples & Samples

Must have strong verbal and written communication; must be conversational
Extremely resourceful and able to problem solve
Ability to provide exceptional customer service consistently
Schedule flexibility is required
Must be able to display a positive attitude in a fast paced environment
Insurance and/or benefits administration experience
Spanish speaking skills Project management and process improvement experience
Banking and Finance experience

Call Center Team Lead Resume Examples & Samples

Experience in Customer Analytics and Modeling; Customer Service Assessment and Planning; Field Service - Call Center; Mediation / Data Collection; Order Management; Service Report Card and Metrics Development
Minimal Bachelor or equivalent
3 - 6 years of relevant experience
Proven ability to work creatively and analytically in a problem-solving environment
Excellent leadership, communication (written and oral) and interpersonal skills

Call Center Team Lead Resume Examples & Samples

Oversee and assist with operational, customer service, and employee issues independently and as part of a team
Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions
Independently operate all BSOC equipment and peripheral equipment
Lead and oversee training of other event analysts within the central station
Interact with external and internal customers via telephone, email and in person independently and promote a positive customer service atmosphere
Perform weekly quality assessments of assigned analysts, provide timely feedback, and communicate any issues or concerns to management
Generate and construct daily reports for management review
Research and discover methods for improvement of service, and make detailed recommendations to management
Perform other duties as assigned, including specialized projects
Demonstrated knowledge of traditional physical security equipment
Self motivated problem solver with demonstrated analytical skill set
Good organizational, multi tasking, and time management skills
Accredited college associates degree preferred or 1 year supervisory experience preferred or combination of education and experience
Demonstrated verbal and written communication skills, 30 wpm
Successful completion of CSAA Advanced Central Station Operator Training Course (80%)
Able to successfully coach and develop direct reports
Ability to lead direct reports and maintain composure during crisis situations

Call Center Team Lead Resume Examples & Samples

Completes call guides; gathers and verifies required information
Adheres to contact center scheduling, ensures telephone coverage during contact center hours of operation
Performs clerical or administrative duties as assigned
Acts as liaison for customers
Maintains knowledge of company products and customer service processes
Provide coaching to call center agents
Takes and processes transactions by telephone, internet, and correspondence from customers and representatives
Enters and maintains database records of customer profiles and prepares and maintains status reports
Acts as liaison for customers. Maintains knowledge of company products and customer service processes
Other tasks and assignments

Call Center Team Lead for Lcco Resume Examples & Samples

Has strong leadership skills
Must possess an above-average communication skills both oral and written
Proficient in MS Applications
Must be flexible with shifts and overtime and working on PH and US holidays
Strong work ethics, integrity, and unquestionable character
A strong background on Life & Retirement Insurance is a plus
Willing to be stationed in Gateway, Cubao; relocate if necessary

Overnight Call Center Team Lead Resume Examples & Samples

The primary purpose of this position is to act as floor director for the support activities of Nurse Advice Line Call Center Analysts
HS and 5 years or more of related experience
Must possess a strong understanding of processes and have the ability to train new employees as well as existing employees on changes and updates
The Lead II must have a thorough understanding of call metrics in order to assign schedules as the business needs dictates
Must be able to exercise independent judgment within generally defined objectives and policies and must be able to communicate with other departments, senior management, functional peer groups, technical staff, and customers to ensure satisfactory customer support and gain cooperation among teams

Call Center Team Lead Resume Examples & Samples

The primary purpose of this position is to act as Scheduler, backup trainer, knowledge management, quality assurance and backup Site Supervisor as needed for the Nurse Advice Line Call Center. Some on-call duties may be required
The Call Center Team Lead II must possess excellent customer service skills and be well versed in the call center environment
They must have the ability to motivate and lead others to meet set goals and objectives
Must possess strong written and verbal communication skills
Ability to work a scheduled shift that may include some weekend or later evening hours – flexibility in shift hours is a plus
HDI Certification, ITIL Foundations, technical writing skills, management support and some project management experience

IT Call Center Team Lead Resume Examples & Samples

Coaching: The team leader should be skilled at delivering instructive, supportive, collaborative and motivational coaching sessions that foster open communication. He/she should accurately diagnose performance issues and develop effective action plans to address the root cause of issues
Analytical ability: Should be able to identify business trends and opportunities, the underlying cause of issues, and provide well-developed suggestions for improvements
Ability to prioritize:Must demonstrate the ability to prioritize tasks based on urgency and scope of impact. He/she should be able to effectively manage multiple projects
Communication: Must be able to communicate clearly and effectively to subordinates, peers, and senior levels of management. To play the role of “ambassador” for the call center/customer service in cross-functional meetings
Excellent goal tracking and reporting:Be able to track team goals and some reporting capabilities
A Bachelor degree in Information Technology, Business Administration, or Technology with 3 plus years of previous IT Team Lead experience
Previous Team Lead experience supervising a team of 10 is preferred
Experience working within an ITIL framework, ITIL V3 Foundation certification would be a plus

Call Center Team Lead Resume Examples & Samples

Monitors Reps for quality and training purposes during down times
Provides customer service, as needed
Remains alert to conversations on the floor
Handles system emergencies with direction from IT department and/or appropriate vendor
Ensures compliance with notifymd policies and procedures
Performs other related duties and special projects as requested
Education equivalent to a High School diploma/GED or the equivalent in related work experience
Two years prior call center experience preferred
Intermediate knowledge of the Infinity system and the associated call center systems
Must have the ability to work a flexible work schedule (including nights, weekends and holidays)

MS Call Center Team Lead Resume Examples & Samples

Conducts weekly coaching and development sessions with each agent to drive continuous improvement and meet Member Services performance criteria
Monitors agent interactions with Young Living members to ensure appropriate issue resolution and compliance with company policies and procedures while providing a legendary experience
Monitors and evaluates performance of the team, rewarding behaviors and/or performance when appropriate as well as addressing performance and behavioral issues as they arise
Supports agents in their professional growth and development within Young Living
Serves as an escalation point and knowledge expert for member and agent issues
Answers agent and member questions about service, company products, company polices, and common procedures
Maintains and updates appropriate documentation for agent performance and behaviors
Provides regular updates of agent performance and behavior to Member Services Leadership
Conducts regular performance reviews with each agent
Conducts regular team meetings to communicate updated policies, promotions, performance, other relevant data and to promote team unity
Regular and consistent attendance required
High school diploma or general education degree (GED); 2-year degree or equivalent combination of work experience preferred
1-2 years of previous contact center leadership experience required
Previous experience with Direct Sales/MLM organizations
Ability to learn and effectively use web-based Applications
Highly experienced in use of Microsoft Office Suites specifically: Excel, Word and Outlook

Call Center Team Lead-campaigns Resume Examples & Samples

Leads staff responsible for responding to customer service activities generated by stakeholders with relation to accounts in a wide range of companies and businesses. Focuses on innovation and team’s development to achieve results.
Contributes to the overall objectives of the Communications Center by motivating their team to meet and exceed individual, team and site goals.
Ensures staff is kept up to date with all Communications Center direction, strategy, actions policies and procedures.
Uses systems, management information, and feedback from team to identify trends and develop plans for process improvement.
May include daily/weekly interaction with internal/external clients regarding customer service issues
May assist Manager with various daily operational tasks or special projects.

Call Center Team Lead Resume Examples & Samples

2 + Years experience as a Team Lead
Highly assertive
Independent decision-maker with excellent communication skills
Detail and results oriented with superior organizational skills
Strong people management capabilities
Computer and typing skills required

Shred IT Call Center Team Lead Resume Examples & Samples

Oversees the performance of the team in answering and handling customer inquiries in a timely manner, meeting all SLA’s received through the automated ACD system, mail or email, as well as provide assistance in this function
Assists in the follow up and complete care of all pending requests on SFDC, assuring appropriate follow up and timeliness of service for all customer requests. Routinely queries SFDC to assist in timely responses to pending Customer Service inquiries
Assist CSRs and handles inquiries to customer invoices, payments and collections as outlined by the Customer Service Manager. Uses sound judgment and initiative to satisfy internal and external customer requirements
Assist in the evaluation of Customer Service Representative performance. Provide feedback and guidance for improvement to the Management Team. Monitor quality assurance of over-the-phone performance. Provide leadership and training for all associates in a professional and positive manner to promote corporate goals and achieve department objectives. Monitor the quality of back office paper work. Assist Supervisory team by providing reporting on accuracy of individual’s performance that Supervisors can use in “one on one” evaluations
Provides feedback to management on ways to increase efficiencies and effectiveness of servicing customers’ needs. Make recommendation for process and procedure improvement to appropriate management. Assists in training. Makes suggestions for improved training tools and processes to the Trainer and Management Team
Contributes to the productivity of the call queue when required
Education equivalent to Associates Degree in Business, or the equivalent in related work experience demonstrating a good knowledge of regulatory compliance issues within each state
Three or more years of experience in a customer service/customer retention/sales environment, or the equivalent in related work experience, demonstrating sound judgment and initiative to satisfy customer requirements
Demonstrates sound knowledge of Windows PC, Microsoft Word and Excel, and Outlook, CIB, Tower, and BSA, SFDC

Call Center Team Lead Resume Examples & Samples

Manage calling procedures for programs that are client specific
Understand and effectively communicates the scope of these program with all affected subordinates
Create progressive disciplinary actions and development plans
Provide educational support/training to subordinates
Address concerns and works with the appropriate departments to resolve concerns
Identify skills needed to perform a specific task and pursues training when necessary
Encourage accomplishment of contributing key performance indicators (KPI) for service objectives and monitor progress towards these goals
Partner with Workforce Management to ensure staffing is appropriate for campaign
Promote a positive work environment
This position will require evening shift work and weekend availability

Healthcare Call Center Team Lead Resume Examples & Samples

Oversee a team of Call Center Representatives as they provide world class customer service to customers by answering questions, resolving issues and assisting with medical health transactions
Monitor the quality of the work as your team provides medical facilities, insurance providers and members with routine information regarding effective dates of coverage, claims history, deductible and coinsurance amounts, and general benefit information
Review, prepare and process medical claims, including potential grievance, appeals and coverage determination
Research complex issues for customer, supporting their requests, making outbound calls to provide customers with updates or to gain additional information
Perform special project assignments from time to time, such as research work and obtaining special authorizations
At least 1 year of customer service or call center experience
Post-secondary education or 3 or more years of customer service or call center experience in a health care related environment is strongly preferred. You will receive strong preference if you have experience working with Medicare, Medicaid, Affordable Act, Commercial, and/or Small/Large Group Health Insurance benefits management
Must possess leadership attributes, with a real passion for excellence in service and attention to detail