Contact Center Team Lead

Job Description: Contact Center Team Leader 

Job Purpose: A Contact Center Team Leader is responsible for leading and supporting employees who assist Independent Contractors (IC) and Client Admins with onboarding and ongoing support. This role requires a high degree of customer service and professionalism. A Contact Center Team Leader will work closely with the Contact Center Manager to enhance the knowledge and skills of the team, analyze onboarding, inbound, and outbound data, and implement process improvements. This position involves regular oversight to ensure high performance, productivity, and client satisfaction. 

General Summary: Team Leaders are responsible for managing inquiries from new onboarding clients, managed service clients, and ICs regarding various onboarding and support requests. Leveraging their knowledge of Openforce products and services, along with excellent customer service skills, Team Leaders address issues, provide support, and offer information as well as managing escalations with Clients and/or ICs. They assist the team in their customer interactions to ensure satisfaction and business retention. This role requires the ability to gain a strong working knowledge of internal and external systems. 

Job Duties:  

• Support team members in onboarding Independent Contractors (ICs) and addressing their inquiries including escalated matters and resolving complaints; proactively identifying Client and IC needs and/or concerns. 

• Research to find solutions and remove roadblocks using available resources. 

• Handle Client inquiries by phone, email, chat, and other electronic means. 

• Ensure all projects are progressing and maintain the established timeline; communicating progress and/or roadblocks as needed. 

• Review performance of team members ensuring quality standards and metrics are achieved; coaching and mentoring for improvement as needed. 

• Maintain regularly scheduled 1:1 meetings with team members and team meetings; preparing and executing professionally and efficiently. 

• Build and maintain a resource library of project and standard operating procedure templates; contributing to internal process improvement for the Customer Experience department and across the organization, assisting cross-functionally as needed. 

• Identify and provide ongoing training and development to team members; manage New Hire training and development. 

Key Competencies  

Emerging leadership: success in unofficial, or official, leadership roles recognizing the need for innovative thinking, managing conversations, emotional intelligence, and guiding people to success. 

Communication: ability to properly and effectively exchange information in both verbal (in-person, phone, and/or video) and written (email, chat, and/or business cases) formats including active listening, properly tailoring of messages, and seeking to understand. Communication across all levels of employees and clients showing the ability to de-escalate and manage relationships. 

Emerging analytical skills: ability to review reports, metrics, and other such information and ability to identify areas of concern, areas for improvement, and the ability to properly communicate findings – this includes attention to detail and problem-solving skills. 

Learning: strive to continue learning both internally and externally to continue development of knowledge and skills; maintain a continuous learning environment for the team.  

Education and Experience 

• High school diploma or equivalent plus 3 years of related experience, preferably in SaaS or other technology company 

• Proficient skills in the use of a PC and MS Office applications 

• 2 plus years of leadership experience preferred 

• Previous experience using software such as Zendesk and Monday.com a plus 

The Perks 

• Full Benefits Package including medical, dental, vision and 401k 

• Vacation and Holiday Pay  

Job Type: Exempt, Full-Time, In-office days as needed 

Salary: DOE 

Travel: None 

Passion, excellence, respect, accountability and having fun are just the beginning. Openforce believes that our culture is at the core part of what makes us successful.  We are looking for someone who understands good culture and will help shape it as it evolves.