North South Consulting Group

GoArmy Contact Center Team Lead

Elizabethtown, KY
Full Time
GACC
Experienced

Team Lead

Duties and Responsibilities

As a Team Lead, you'll support operations by maintaining customer contact center systems. You'll be responsible for ensuring all communication channels within the contact center are staffed and meeting performance targets. Team Leads manage a group of Customer Contact Center Staff, Social Media Community Managers, and Customer Care Representatives. Some of your key responsibilities will include:

  • Handling all personnel matters for your team, including mentorship and quality assurance processes.
  • Consolidating and analyzing all quality assurance sheets for the Customer Care Representatives, identifying trends or areas for performance improvement.
  • Assisting in the development and maintenance of standard operating procedures, knowledge base articles, and other company documents related to systems.
  • Validating timesheets for all employees on shift and overseeing scheduling and time management for your team.
  • Continually seeking ways to improve business processes for your team.
  • Ensuring that all Customer Care Representatives on your shift comply with attendance policies and handling any disciplinary issues within your team.

Overall, your role will be crucial in ensuring the smooth and efficient operation of our customer care department.

Qualifications

  • Must be able to obtain a Government Common Access Card.
  • Minimum of two years of supervisory experience or equivalent required.
  • Solid understanding of the skills necessary to support corporate requirements.
  • Experienced in scheduling and managing a small team.
  • Exceptional communication, organizational, and interpersonal skills required.
  • Proficient in Microsoft Office 365.
  • Army recruiting experience is preferred.
  • Veterans receive preferential hiring consideration.
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