What are the responsibilities and job description for the Call Center Team Lead position at Revolve Solutions LLC?
Position Overview
Are you looking for a role that provides frontline leadership for a team of Call Center Operators? You can make a difference by leading the team! The Team Lead serves as the immediate point of contact for Operators, assists with complex calls, monitors real-time performance, and supports training activities under the direction of the Call Center Supervisor.
Key Duties & Responsibilities
- Lead and support a team of Call Center Operators during assigned shifts, ensuring performance standards are met.
- Monitor call queues and real-time metrics to maintain service levels and minimize wait times.
- Assist Operators with complex, escalated, or sensitive calls including Code Blue emergencies, NIH Police/Fire contacts, and international calls.
- Provide on-the-job coaching and immediate feedback to Operators during shifts.
- Support the 'Train the Trainer' program by delivering Government-provided training content to new Operators.
- Ensure accurate and timely updates to all electronic and non-electronic databases and logs during the shift.
- Report shift-level performance issues and operational anomalies to the Call Center Supervisor.
- Ensure all No-Fail Tasks are completed with 100% accuracy, including emergency paging and overhead announcements.
- Assist with scheduling and coverage coordination in support of the Call Center Supervisor.
- Maintain familiarity with all NIH call handling procedures, paging protocols, and database systems.
Minimum Education Requirements
- High School diploma or equivalent required.
Experience & Competency Requirements
- Three (3) years of experience as a call center supervisor or team lead, preferably in the medical industry or federal government environment.
- Experience leading call center teams in a high-volume, multi-line telephony environment.
- Demonstrated ability to coach and develop frontline call center staff.
- Experience with call escalation, emergency protocols, and quality monitoring.
Technical Skills & Systems
- Familiarity with Avaya and SPOK telephony and paging platforms preferred.
- Basic proficiency with database and call logging systems.
- Experience with TTY/hearing-impaired call handling a plus.
Pay: $40,000.00 - $50,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
Salary : $40,000 - $50,000