Call Center Team Lead

1/05/26 - 1130pm-8pm CST M-F Onsite Call Center Team Lead -$18.50/hr

Responsible for supervising activities of assigned client operation team to ensure quality performance, in-depth product knowledge, and adequate staffing in order to exceed the client's goals and objectives; oversee the activities of assigned staff employees by ensuring the function is efficiently performed in a quality-oriented environment reflecting the West values; ensure staff employees receive continuous development training after initial training has been completed in order to improve ability to service the client; assist with identifying areas where additional training is needed based on performance of assigned staff employees.

Client Operations Functions

• Responsible for supervising activities of assigned client operation team to ensure quality performance, in-depth product knowledge, and adequate staffing in order to exceed the client's goals and objectives
• Ensure the availability of staff to answer procedure and product related questions in a timely and accurate manner ensuring adherence to departmental policy and procedures
• Review available resources throughout shift, including productivity and call volume reports, to accurately maintain staffing efficiency
• Know and support approved departmental and corporate policies relating to business procedures, philosophies, and conduct, ensuring that all efforts are made to meet or exceed Company goals
• Monitor weekly employee attrition for assigned team to ensure it is at or below goal
• Ensure reports are created, printed, and distributed in a timely and accurate manner
• Ensure consistency in the implementation and enforcement of operational policies/procedures within assigned areas of responsibility

Employee and Personal Leadership Development

• Coach, develop, and mentor subordinates to achieve quality performance while continuing to develop personal management skill necessary to lead staff and handle unique management challenges
• Promote employee development by establishing performance measures that encourage employees to excel
• Continually assess personal management skills determining strengths and developing a plan to address areas for growth
• Participate in the development of strategies to find optimal solutions to compensate, attract, and retain the talent necessary to achieve established goals and objectives
• Assist staff with establishing and attaining career development goals
• Ensure that employee training is effectively conducted for all positions throughout assigned area of responsibility
• Conduct appraisals and performance reviews
• For staff located within the United States ensure compliance with Equal Employment Opportunity/Affirmative Action (EEO/AA) guidelines
• Comply with individual country employment laws and regulations based on location of staff
• Review and recommend suggestions to management when updates to job descriptions are required as responsibilities change

Staff Leadership

• Oversee the activities of assigned staff employees by ensuring the function is efficiently performed in a quality-oriented environment reflecting the West values
• Ensure staff employees receive continuous development training after initial training has been completed in order to improve ability to service the client
• Assist with identifying areas where additional training is needed based on performance of assigned staff employees
• Prepare and conduct timely performance appraisals of direct reports
• Maintain current performance information for assigned staff employees
• Coach, train, and develop subordinates to achieve quality performance
• Participate in monthly roundtable sessions with staff employees to gauge morale and make recommendations to management to ensure the cohesiveness of the team
• Supervise development of employee appreciation and recognition programs and activities for team

Problem Resolution

• Proactively oversee the activities involved in quality resolution of problems related to area of responsibility
• Respond with a sense of urgency to problems escalated to employee's level
• Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided
• Place the highest priority on providing quality client service by overseeing all activities of staff, ensuring the unique needs of clients are met
• Ensure quality resolution and thorough and accurate documentation of clients issues
• Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems
• Participate in creating, administering, and continuously updating procedures for resolution of all related issues

Team Interfaces

• Establish and maintain a professional relationship with team members and department contacts
• Cooperate with team members to meet goals or complete tasks
• Escalate work flow and communication issues to supervisor
• Treat all internal/external customers and team members with dignity/respect

Mental and Physical Requirements

• This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers
• The nature of the work in this position is sedentary and the incumbent will be sitting most of the time
• Essential physical functions of the job include typing, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day
• Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day

Related Duties as Assigned

• The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
• Consequently, job incumbents may be asked to perform other duties as required
• Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
• Please contact your local Employee Relations representative to request a review of any such accommodations

Applicants for this job will be expected to meet the following minimum qualifications. Education

• High School or GED diploma required
• Bachelor's degree from an accredited college or university with major course work in business administration, marketing, or a related field preferred. Equivalent work experience in a similar position may be substituted for education requirements

Experience

• Minimum of one year in operations, sales, customer service, business administration, health care required, based on assigned area
• Minimum of one year supervisor or team lead experience preferred

Other

• Basic knowledge of MS Word, Excel required