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Team Leader
Team Leader (2008-09-08)
Call Center Company:
AMPM Connect Call Center,
Description:
AMPM Connect Call Center, is looking for individuals who are qualified for the position of Team Leader.
Successfuly applicants for Team Leader will have a great career in AMPM Connect Call Center,.
Responsibilities:
* Lead the team to achieve key operating goals, such as 24-hour turnaround on most transactions, through coaching, teamwork, use of new workflow and technology, and judicious use of performance metrics.
* Maintain a thorough knowledge of data base application, work policies and procedures
* Respond to phone calls from participants, beneficiaries and plan sponsors while maintaining timely follow up through additional phone conversations and/or original and computer assembled correspondence.
* Provide feedback and coaching to team members regarding work items (e.g. accuracy, quality, timeliness, etc).
* Coordinate the daily activities of the team.
* Work on projects that support organizational initiatives.
Knowledge, Skills and Abilities * Presentation - Speaks effectively to any size group of listeners.
* Persuades listeners to take action.
* Prepares effective presentations to groups.
* Designs and uses appropriate visual aids.
* Delivers effective presentations to groups in a confident manner.
* Interpersonal - Values and respects others. Creates and fosters relationships. Interacts positively with differing styles and personalities.
* Listens to and recognizes the value of and responds to others’ point of view.
* Demonstrates sensitivity and empathy for others’ feelings, beliefs and motivations. Negotiates to mutually beneficial outcomes.
* Organization & Planning - Establishes plans and processes for accomplishing work and projects. Evaluates progress and results constantly and adjusts when needed.
* Manages multiple and changing priorities.
* Pulls together and facilitates resources (staff, funding etc.).
* Oversees multiple initiatives to obtain goals.
* Uses resources effectively and efficiently. Anticipates change and the impact on plans and processes.
* Be able to prioritize project work with daily responsibilities.
* Computer - Working knowledge of Windows XP, MSOffice 2003 and Outlook 2003. Familiarity with PC-Based call tracking software & knowledge base applications
* Customer Focus - Meets expectations and requirements of internal and external customers. Makes decisions with customer needs in mind; creates and maintains effective relationships with customers. Earns customers’ trust and respect.
* Represents the organization in a positive manner.
Interested applicants may send their resume to recruitment@ampmconnect.com
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