Work Location: Oklahoma City, OK Call Center

Work Position: On-site to perform job

Job Type: Part-time

Salary: $16.00 - $18.00 per hour

Currently Hiring for: 3pm -10pm CT (Tuesday - Friday) 4pm – 9pm (Saturday)

Must work a Saturday shift

American Directions Research Group is hiring part-time. Call Center Team Lead

The Call Center Team Lead supervises all floor managers and interviewers. The team lead will guide the team in meeting the center's goals and objectives. This position works closely with the Call Center Director of Operations and provides coverage for the Director during weekends and as needed on weekdays/vacations/sick days. In conjunction with the Director, The Call Center Team Lead has overall responsibility for the call center, and must approach the position from an entrepreneurial perspective with the primary goal of generating profit to the benefit of the entire team.

Duties and Responsibilities

• Implementing policies to improve call center operations in accordance with company policies and procedures, and for ensuring proper adherence.
• Planning, directing and coordinating department efforts, i.e., training, staffing, day-to-day phoning project strategies, etc.
• Evaluating and developing strategies and plans for departmental success.
• Ensuring a healthy work environment for all center employees.
• Developing training programs that result in the continual improvement in interviewer quality.
• Setting up and managing telephone projects from start to finish. This includes assigning interviewers to projects based on previous briefings and performance, checking quotas and remaining samples to complete the project, and ensuring floor managers are prepared for the shift.
• Reviewing productivity reports of interviewer performance on a daily basis.
• Leading daily pre-shift and weekly meetings with all floor managers to coordinate project priorities for the shift and ensuring that those priorities are communicated to all necessary departments.
• Ensuring that all interviewers are meeting production goals by reviewing interviewer production statistics, identifying strengths and weaknesses of individual interviewers, and assigning/conducting coaching to improve interviewer performance.
• Overseeing the assignment of interviewers to projects that maximize their strengths as well as the performance of the job and assign other interviewers to retraining.
• Ensuring that all interviewers produce quality work by confirming that floor managers are reviewing and coordinating feedback to interviewers on monitoring and validating.
• Monitoring and working to improve the performance of new hires, including the quality of their work.
• Ensuring shifts start on time.
• Providing an environment for all team members that is clean, safe, and enjoyable.
• Continually coaching floor managers to improve their level of competence both managerially and technically.
• Overseeing all shifts.
• Ensuring compliance with all state labor laws during shift (particularly break/leaving times of those employees under 18).
• Ensuring the center's overall quality is in line with company standards.
• Ensuring that client services managers are provided with accurate, clearly-presented status reports on their phone projects nightly, according to their specifications.
• Overseeing client monitoring and ensuring project directors receive feedback from the QA department regarding their clients’ monitoring.
• Maintaining budgets on jobs by tracking actual vs. budgeted production rates and hourly revenue targets.
• Intervening on problem jobs by communicating with client services managers in order to meet hourly revenue goals on all projects.
• Taking responsibility for the individual performance and development of floor managers.
• Overseeing floor manager’s work regarding improvement and/or consistency in interviewer quality.
• Other duties as assigned.

Required Skills and Abilities

• Excellent oral, written, interpersonal, and organizational skills.
• Facility with Microsoft Office Suite (Word, Excel, Drive, Outlook).
• Strong detail orientation, organizational skills, and capability to work independently as well as with a team.
• Ability to make sound decisions quickly in a fluid work environment.
• Ability to work in a high-volume, fast-paced environment.
• Willingness to commit, to learn new skills, and to develop a strong, well-informed team.
• Positive and “can-do” attitude.

Education and Experience

• High school diploma/GED
• Six months previous call center, customer service, or collections experience strongly preferred

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times.