REMOTE
$20.43
Elevation Connect delivers a very different contact center experience. We are a customer service and sales company powered by incredibly talented people who are knowledgeable and passionate, and who respond with authentic care for our customers. Our exceptional team members are inspired by our commitment to helping surrounding communities through our “Performance for Purpose” philanthropic model. When people work for a company with purpose, they are driven to out-perform.
Elevation Connect is always on the lookout for candidates to provide extraordinary customer service to our clients. These positions are work from home in one of the following states: AL, FL, GA, KS, LA, MI, MO, NC, OH, OK, SC, TN,
Elevation Connect is a leading player in the Consumer Packaged Goods (CPG) industry, renowned for our innovative products and exceptional customer service. We pride ourselves on creating a positive impact on consumers’ lives through our diverse range of products. As we continue to expand, we are seeking a dedicated and experienced Contact Center Team Leader to join our dynamic team.
We are looking for a motivated and experienced Contact Center Team Leader with a strong background in the CPG industry. The ideal candidate will be responsible for overseeing and guiding our contact center team to deliver exceptional customer service and achieve operational excellence. This role requires a strategic thinker who can drive performance, enhance customer satisfaction, and contribute to the overall success of our contact center operations.
Contact Center Team Lead Responsibilities:
- Lead and manage a team of contact center agents, providing guidance, support, and performance feedback
- Develop and implement strategies to improve customer service quality and efficiency
- Monitor team performance through key metrics and KPIs, ensuring targets are met or exceeded
- Handle escalated customer inquiries and resolve complex issues promptly and effectively
- Conduct regular team meetings and training sessions to ensure continuous improvement and skill development
- Collaborate with other departments, including Sales, Marketing, and Product Development, to ensure a seamless customer experience
- Stay updated on industry trends and best practices to drive innovation within the contact center
- Prepare and present reports on team performance, customer feedback, and operational challenges to senior management
Contact Center Team Lead Requirements:
- Minimum of 1- 4 years of experience in a contact center leadership role within the CPG industry
- Proven track record of successfully managing and developing a high-performing team
- Strong understanding of contact center operations, metrics, and best practices
- Excellent communication, interpersonal, and problem-solving skills
- Ability to work in a fast-paced environment and handle multiple priorities
- Proficient in contact center software and CRM systems
- Availability to work between the hours of 8:00am – 8:00pm EST Monday – Friday
- Background check may be required
Technology Requirements:
- Windows PC
- Dual Core CPU (1.5GHz or better)
- 8GB RAM
- 20GB Free Disk space
- Windows 8.1, or 10
- macOS
- Intel Core i7, 2.3 Ghz
- 8GB RAM
- Mavericks OS X, version 10.9, Yosemite OS X, version 10.10, El Capitan OS X, version 10.11, Sierra OS X, version 10.12
- Chromebooks and Linux systems are not supported
- High-speed internet
- Internet connection should support at least 10Mbps download and 2Mbps upload (20Mbps down and 5Mbps upload or higher recommended)
- Latency from employee to data center should be under 150ms one-way
- Wireless connections (Wi-Fi) are not supported. Employees should be directly connected to their ISP router with an Ethernet cable
- Wired USB Headset, camera and smartphone (for security ID only) required
We Offer:
- Salary $20.43 hourly
- Medical, Dental, Vision benefits, PTO
- A collaborative and inclusive work environment
- Opportunities for professional growth and development
- The chance to be a part of a leading company in the CPG industry, making a difference in consumers’ lives
Elevation Connect will ALWAYS contact you directly for any information about your application. We will NEVER ask for fees or personal bank information in the interview process. Please be aware of scams.