Call Center Lead Jobs description

A call center lead is the primary customer interface for trouble calls; therefore, excellent telephone etiquette and problem solving skills are a must for this position. Further, he/she supervises and provides support, direction, monitoring, and coaching to the assigned associate staff in all areas of job performance, including consumer contact processing, problem resolution, and work planning. The call center lead ensures that the associates follow the company's policies and procedures and positively impact consumer service quality, productivity, and safety.

In addition to the above, a call center lead monitors workflow efficiencies, manages the daily work volumes, and adjusts work schedules and staffing levels to ensure that the company's consumer service goals are met. He/she also acts as the interface between the management and the associates and delivers information about business direction and department goals to the team.

As the position of a call center lead is a level-1 management job, it requires excellent written and verbal communication skills as well as strong decision-making, negotiation, and organizational skills. Attention to detail and an ability to work in a fast-paced environment with fluctuating priorities are highly desired in a call center lead.

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