Team Leader Outbound Account - Denver

TEAM LEADER (for Outbound and Inbound Agents)

Location: Aurora, CO
Application Deadline: ASAP
Terms of Contract: Full Time -- Permanent
Compensation: $32,000-$35,000/YR, Health, Dental & Vision Benefits Plan,

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Come work for 24-7 Intouch
We are looking for Team Leaders for Outbound and Inbound Account to work with our ever expanding diverse organization.

Essential Functions:
 

  • Provides front line direction to Customer Service Representatives (CSRs) ensuring quality service is provided in each interaction
  • Ensures that payroll information is correct, on time, and accurate for their team of CSRs - Assists with other teams when peers are absent or on leave
  • Promotes professional and personal development of individual team members by administering performance evaluations, training needs, progressive disciplinary actions, and career opportunity programs
  • Negotiates, mediates, and arbitrates when required with customers or CSRs in order to resolve issues and meet expectations
  • Conducts advanced troubleshooting and extensive research to resolve issues regarding products and customer inquiries
  • Documents and successfully communicates changes, and other information regarding customer accounts to agents to ensure accuracy and quality of service
  • Learns and maintains extensive knowledge of client philosophy, promotions, products and processes to ensure quality customer service

 
Qualifications:
 

  • Completion of post-secondary degree or certificate with a focus on Business Management
  • Must have at least 1-2 years of supervisory, leadership and/or coaching experience
  • Strong leadership, analytical, problem solving and decision making skills
  • Ability to work in a fast-paced, hectic, changing environment
  • Ability to organize and follow-up multiple tasks/details with accuracy and timeliness
  • Ability to work a variety of shifts including days, evenings, and holidays
  • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
  • Ability to perform intermediate mathematical functions
  • Ability to type 30 wpm minimum with accuracy
  • A combination of work experience and education will be considered

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