Team Leader, Call Center
LTCPartners | Portsmouth, NH
The Team Leader is responsible for providing quality and efficient customer service to customers through the daily management of a team of Customer Service Representatives. This includes but is not limited to motivating, recognizing and rewarding, coaching, counseling, and helping the team’s problem-solve customer issues. Ensuring team members follow established call center rules, policies, and procedures, the Team Lead also works closely with the Quality Assurance and the Training departments to develop and maintain their team members as high performers using a structured combination of observation, staff productivity measures, and customer feedback. The Team Leader, within established communication channels, will also act as a liaison to the other departments within LTCP.
High school diploma or equivalent. 3+ years’ experience as a customer service representative, trainer, and/or team lead. Knowledge of long-term care insurance, specifically the FLTCIP program; or receive LTC certification within 9 months of employment. Leadership skills, with proven ability to lead, motivate, and performance manage a team of employees. Knowledge of call-center best practices, including tracking metrics and enforcing policies and procedures with the team to meet service goals. Excellent written and verbal communication skills. Must be able to work independently, as well as lead a team. Problem solving / analysis skills. Organizational skills with attention to detail. Adaptable and flexible. Ability to implement and supervise to procedures and policies. Interpersonal communication skills and phone etiquette with tact, diplomacy and professionalism. Job requires approximately less than 5% travel.
1+ year developing and coaching call center representatives in an inbound customer service environment. Familiarity with call center industry tools, processes, performance metrics, and best practices.
LTC Partners is an equal opportunity employer. Our company is a Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA) federal contractor and committed to hiring veterans.