Career Advisor, a wholly owned subsidiary and sister division of PlattForm, is looking for a Team Lead to join their team. Since 2006, Career Advisor has gone above and beyond to set the standard of excellence in customer service and contact center operations. Located in Lenexa, Kansas our employees specialize in top quality lead generation for the post secondary education market; matching prospective students with career colleges, universities, and trade schools.
Our ideal Team Lead must possess a passion for managing and motivating customer service representatives in a fast paced, high volume contact center environment.
Essential Job Functions
- Lead and develop a team of 15 to 20 customer service representatives in the areas of professionalism, process, production and quality.
- Proactively contribute and help create a positive work environment with high morale.
- Serve as the primary point of escalation for all customer service issues.
- Manage and assume accountability for agent attendance, turn-over, motivation and overall job performance.
- Coach and develop customer service representatives to achieve individual, team and company quality and production goals.
- Foster a sense of professionalism by leading by example through attitude, dress, attendance/reliability, punctuality, respect and manner.
- Frequently review and uphold quality expectations by attending regularly scheduled quality assurance y-cord sessions and meetings.
- Strong communication skills needed in order to facilitate conversation about performance goals, expectations and changes within the company.
- Strong leadership skills with the ability to work in a diverse and fast paced environment.
- Must be prepared to work alongside customer service representatives when needed; “all hands on deck” mentality
- Ability to work Monday through Thursday 11:30 am - 8:00pm and Friday 10:30am - 7:00pm. Also available to work one Saturday and Sunday per month.
- Able to operate various pieces of office equipment.
- Knowledge of and experience with MS Office products including but not limited to Word and Excel.
- Ability to use appropriate time management and organizational skills effectively
PlattForm - 19 months ago