Call Center Team Lead
4 days ago
Sutherland Work Environment
We celebrate our diversity and promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.
Job RequirementsThis role involves working in a fast-paced, dynamic environment where you will lead in real-time to optimize service level and utilization delivery.
Responsibilities- Monitoring service level performance at interval levels against planned AHT, Auxiliary, and Shrinkage.
- Making real-time calls on performance and staffing levels to floor supervisors for action on non-adhering Consultants.
- Coordinating offline activities.
- Preparing End-of-Day performance analysis reports.
- Following up to ensure corrections are made to non-adherence to improve productivity performance.
- Partnering with Ops MOD and keeping them informed through callouts on Consultant-level deviations and KPIs.
- Demonstrating leadership skills to lead in making improvements and resolving issues.
To succeed in this role, you will need:
- Three or more years of experience in a Call Center environment.
- Broad understanding of call center KPIs: AHT, Service Level.
- Excellent communication and leadership skills.
- Familiarity with Call Center applications such as CMS Avaya Supervisor/eWFM/IEX is beneficial but not required.
- A High School Diploma/GED (±11 years).
- Flexibility to work in a 24/7 environment, including rotating shifts, weekends, holidays, and overtime as necessary.
- Demonstrated leadership skills to take the lead in making improvements and resolving issues.
- Ability to collaborate effectively with colleagues and team members.
- Effective time management to handle multiple tasks and initiatives.
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