The American Dental Association is dedicated to promoting the public's health through its initiatives in research, education, advocacy, public awareness and the development of standards. We have an exciting opportunity for a Call Center Team Lead.
The Call Center Team Lead assists the Member Service Center management team to ensure that service metrics, member satisfaction, and recruitment and retention targets are met, professional standards, and performance expectations are maintained, and that team members receive continuous feedback, coaching, and skills development. Assists the MSC management team with oversight of the daily performance of the team that includes the review and analysis of daily and monthly operating metrics/key performance indicators, and team development targets.
Bachelor's degree with a minimum of 3 years of call/contact center experience. In lieu of a Bachelor's degree, a minimum of 7 years experience.
Minimum of 2 years of experience in a team lead or supervisory role.
Must have the ability to analyze real-time and historical contact center volume and productivity reports and adjust agent and team work schedules accordingly.
Must be able to facilitate coaching conversations, and develop and document performance action plans.
Must have knowledge of working within blended contact centers, service level agreements and productivity reports.
Must have excellent writing, verbal communication, customer service, and problem-solving skills.
Proficient in Microsoft Office Suite (WORD, EXCEL & PowerPoint).
Highly Desirable Skills:
Experience documenting or assisting in the creation of step-by-step methods and procedures for common call/contact center processes.
Experience using Aptify & Ultipro.
Experience with Avaya's ACD and reporting engine.
Fluency in any foreign language, Spanish preferred.