Call Center Team Leader
Guidance and supervision of 12-17 call center employees in a blended environment. Coached, motivated, trained, developed and guided employee performance through a variety of mechanisms such as observations, metrics analysis and feedback devices. Utilized strong knowledge of customer systems, and leadership skills to oversee and guide employees to meet performance and customer service objectives.
- Administered performance management by diagnosing improvement opportunities, provided effective feedback, trained and utilized corrective action plans to meet operational objectives.
- Determined problem areas to recommend revised policies and procedure for the Call Center and monitor calls to determine customer service needs.
- Handled complex calls, conduct special research and complete impromptu assignments to respond to interagency and day to day operational issues.
- Conducted team meetings on policy and procedure and training staff on legacy applications.