What are the responsibilities and job description for the Technical Call Center - Team Lead position at Retail Imaging?
Description
Note: We are unable to hire individuals in California at this time. This is a 100% remote role and we will be hiring for two open positions. The interview process will include one - two interviews per qualified individual before a decision is made. All communication about the position will be through email.
Team Leadership and Performance Management
Education and Experience
With or without reasonable accommodation, these are the physical, mental, and sensory requirements for this role.
Like many companies, we are an at-will employer, which means either you or the Company can end the employment relationship at any time, for any lawful reason, and with or without notice.
Note: We are unable to hire individuals in California at this time. This is a 100% remote role and we will be hiring for two open positions. The interview process will include one - two interviews per qualified individual before a decision is made. All communication about the position will be through email.
Team Leadership and Performance Management
- Ensure consistent achievement of KPIs, SPIs, SLAs, and quality standards of the assigned team.
- Monitor performance data and Quality Assurance feedback to identify trends, coaching opportunities, and process improvement needs.
- Deliver actionable, ongoing coaching to strengthen quality, efficiency, and customer satisfaction.
- Provide real-time guidance during live calls and escalations to ensure timely, effective resolutions.
- Oversee schedule adherence, approve timecards, and coordinate time-off requests to maintain coverage and compliance.
- Serve as the primary point of support for your team, helping resolve issues and maintain steady daily operations.
- Keep the team informed and compliant with current procedures, policies, and best practices.
- Collaborate with direct manager, Quality & Training Specialists, and internal stakeholders to align priorities and support team success.
- Prepare concise performance summaries and insights for the management and leadership team.
- Contribute to the enhancement of Standard Operating Procedures, workflows, and quality controls.
- Support ongoing training and skill development initiatives for Agents and Sr. Agents.
- Participate in recruitment, onboarding, and cross-functional training initiatives as needed.
Education and Experience
- High school diploma or equivalent required; associate's or bachelor's degree in business administration or related field preferred.
- 3–5 years of call center leadership experience (Team Lead, Supervisor, or equivalent) in a high-volume environment.
- Demonstrated success in coaching, performance management, and quality improvement for front-line teams.
- Strong analytical skills with the ability to interpret performance metrics and develop data-driven improvement plans.
- Skilled at managing multiple priorities and adapting quickly to changing business needs.
- Comfortable navigating and leveraging multiple systems to support team operations and reporting.
- Proficiency with Microsoft Office Suite, CRM systems, telephony platforms, and knowledge management tools.
- Exceptional written and verbal communication skills with the ability to tailor messaging to diverse audiences.
- Collaborative, solution-focused problem solver who remains composed under pressure.
- Proven ability to foster a healthy, accountable, and high-performing team culture.
- Strong conflict resolution and decision-making capabilities.
With or without reasonable accommodation, these are the physical, mental, and sensory requirements for this role.
- Sit for extended periods while working at a computer and phone.
- Use hands and fingers to operate keyboard, mouse, and phone system with consistency and accuracy.
- View and interpret information on computer screens for extended durations.
- Hear and clearly understand customer communication over the phone.
- Speak clearly and effectively for prolonged periods.
- Maintain concentration while managing multiple tasks and troubleshooting in real time.
- Apply problem-solving, reasoning, and technical logic consistently under pressure.
- Manage stress appropriately in a fast-paced, customer-facing environment.
- Adapt to evolving priorities, workflows, procedures, and schedules.
- Occasionally stand, walk, bend, or reach as needed throughout the workday.
Like many companies, we are an at-will employer, which means either you or the Company can end the employment relationship at any time, for any lawful reason, and with or without notice.