Outreach Team Lead
- Lead a team of 15-25 entry-level, front-line outreach specialists responsible for outbound/inbound call handling
- Responsible for coaching and developing reports on processes and best practices
- Continue to maintain monthly personal performance metrics
- Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously
- Drive a culture of accountability, continuous improvement, and personal excellence
- Directs workforce management activities and sets performance goals and objectives accordingly
- Develop and maintain strategy on ensuring customer satisfaction on all service interaction
- Provide team motivation and development to maximize sales opportunities
- Responsible for the overall performance and productivity of direct reports
- Responsible for weekly payroll review to ensure correct entries
- Responsible for driving the growth of revenue and profit originating from a call center
- Monitoring of individual and team results to identify and act on both positive and negative performance
- Communicate key messages effectively to ensure that direct reports are informed of process changes
- Provide regular feedback to representatives regarding performance wins and areas of opportunity
- Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
- Develop and audit quality assurance strategies to ensure the delivery of world-class service
- Determining work procedures, preparing work schedules, and expediting workflow
- Manage remote employees as needed.
- Other duties and responsibilities as assigned