Contact Center Team Lead
- 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.
- 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
- Full Benefits Package including medical, dental, vision and 401k
- Vacation and Holiday Pay
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