Southlake Mall, 1000 Southlake Cir, Morrow, GA 30260
www.chimesolutions.com

Seeking Talented Team Members

People Are Our Passion

Position Summary: 

This role is responsible for the leadership and daily management of a team of 18-20 call center representatives to include the consistent achievement of all key performance indicators (KPIs) and the motivation and development of assigned staff.

Position responsibilities:

• Conduct daily huddles with team to provide the following:
• Information (new team members, company information, industry news, etc.)
• Education (policy changes, systems training, product training, etc.)
• Recognition (current statistics, top performers, greatest improvement, etc.)
• Motivation (performance goals, daily contests, competition, etc.)
• Perform call monitoring and identify opportunities for skill development.
• Perform quality evaluations as required.
• Meet or exceed monthly performance objectives.
• Provide regular performance coaching and implement strategies for career development.
• Complete monthly performance reviews of assigned staff to review performance in key metrics vs. goal; Assess need for improvement and provide direction by implementing and documenting an Action Plan which focuses on staff development.
• Ensure that client and provider issues are dealt with in a timely manner.
• Create initiatives to increase motivation, excitement, and retention.
• Perform other office duties as assigned.

Requirements and Qualifications:

To ensure success, the Group Leader must possess effective communication, leadership, and business acumen skills in a high-volume contact center. The aspirant must have demonstrated the skills listed below in their professional career.

Essential Skills and Experience:

• At least 2 years experience in a call center environment required.
• Bachelor’s degree in Business or related field of study preferred.
• Demonstrated ability to manage multiple projects.
• Excellent interpersonal and communication skills both written and verbal.
• Must be technically savvy, proficiency in Word, Excel, Windows, and Outlook
• Knowledge of office operations and policies.
• Ability to multi-task and use multiple applications.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers/scanners.

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit for long periods of time, talk, and hear. The employee frequently is required to stand, walk, use hands and fingers, and reach with hands and arms.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.