Company Name: Coforge Ltd.
Job Title: Call Center Team Lead - Hybrid
Location: South Charleston, WV
Job Description:
Coforge Ltd. is seeking a motivated and experienced Call Center Team Lead to join our dynamic team in South Charleston, WV. This hybrid role involves overseeing and managing a team of call center agents to ensure high-quality customer service and efficient operations. The ideal candidate will be responsible for training new hires, providing ongoing support and coaching to team members, monitoring performance metrics, and ensuring adherence to company policies and procedures. This position requires strong leadership skills, effective communication, and a commitment to fostering a positive team environment.
Responsibilities:
- Lead and manage a team of call center agents, offering guidance and support.
- Monitor team performance and provide constructive feedback to improve productivity.
- Facilitate training sessions for new and existing team members to ensure they understand processes and protocols.
- Analyze performance metrics and implement strategies for improvement.
- Handle escalated customer issues and resolve conflicts in a professional manner.
- Collaborate with other departments to enhance the overall customer experience.
- Maintain up-to-date knowledge of company products and services.
Skills and Tools Required:
- Proven experience in a call center environment, with a minimum of 2 years in a leadership role.
- Strong interpersonal and communication skills.
- Ability to motivate and inspire team members.
- Proficiency in call center software and customer relationship management (CRM) tools.
- Knowledge of performance metrics and reporting processes.
- Problem-solving skills and the ability to make decisions under pressure.
- Strong organizational and time management abilities.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
- High school diploma or equivalent; a degree is preferred.
Pay Rate: $20/hr on W2
Work Environment: Hybrid position
Coforge Ltd. is committed to creating a diverse environment and is proud to be an equal-opportunity employer. We celebrate diversity and are dedicated to creating an inclusive atmosphere for all employees.About the Role:
As a Call Center Team Lead at Coforge Ltd., you will oversee the performance and productivity of our call center staff. This role requires effective leadership, communication, and problem-solving skills to ensure that operational goals are met. You will be responsible for coaching team members, addressing customer inquiries, and ensuring a high level of customer satisfaction.
About the Team:
You will be joining a dynamic team dedicated to providing exceptional customer service in a hybrid work environment based in South Charleston, WV. The team values collaboration and continuous improvement, working together to achieve objectives while supporting each other’s growth. The culture promotes engagement, enthusiasm, and a commitment to excellence.
You are Responsible for:
- Leading and mentoring a team of call center representatives to achieve performance targets.
- Monitoring calls and providing constructive feedback to improve customer interactions.
- Assisting in the development and implementation of strategies to enhance team effectiveness.
- Resolving escalated customer issues promptly and professionally.
- Maintaining accurate reports on team performance metrics and outcomes.
To succeed in this role – you should have the following:
- Proven experience in a call center environment, preferably in a leadership role.
- Strong communication and interpersonal skills.
- Ability to analyze performance metrics and drive improvements.
- Experience with conflict resolution and customer service best practices.
- A commitment to fostering a positive team environment.
- Availability to work in a hybrid model, allowing for a mix of in-office and remote work, and an understanding of the technology required for effective remote management.
The pay rate for this position is $20/hr on W2.
Job Title: Call Center Team Lead - Hybrid
Location: South Charleston, WV
Job Description:
Coforge Ltd. is seeking a motivated and experienced Call Center Team Lead to join our dynamic team in South Charleston, WV. This hybrid role involves overseeing and managing a team of call center agents to ensure high-quality customer service and efficient operations. The ideal candidate will be responsible for training new hires, providing ongoing support and coaching to team members, monitoring performance metrics, and ensuring adherence to company policies and procedures. This position requires strong leadership skills, effective communication, and a commitment to fostering a positive team environment.
Responsibilities:
- Lead and manage a team of call center agents, offering guidance and support.
- Monitor team performance and provide constructive feedback to improve productivity.
- Facilitate training sessions for new and existing team members to ensure they understand processes and protocols.
- Analyze performance metrics and implement strategies for improvement.
- Handle escalated customer issues and resolve conflicts in a professional manner.
- Collaborate with other departments to enhance the overall customer experience.
- Maintain up-to-date knowledge of company products and services.
Skills and Tools Required:
- Proven experience in a call center environment, with a minimum of 2 years in a leadership role.
- Strong interpersonal and communication skills.
- Ability to motivate and inspire team members.
- Proficiency in call center software and customer relationship management (CRM) tools.
- Knowledge of performance metrics and reporting processes.
- Problem-solving skills and the ability to make decisions under pressure.
- Strong organizational and time management abilities.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
- High school diploma or equivalent; a degree is preferred.
Pay Rate: $20/hr on W2
Work Environment: Hybrid position
Coforge Ltd. is committed to creating a diverse environment and is proud to be an equal-opportunity employer. We celebrate diversity and are dedicated to creating an inclusive atmosphere for all employees.About the Role:
As a Call Center Team Lead at Coforge Ltd., you will oversee the performance and productivity of our call center staff. This role requires effective leadership, communication, and problem-solving skills to ensure that operational goals are met. You will be responsible for coaching team members, addressing customer inquiries, and ensuring a high level of customer satisfaction.
About the Team:
You will be joining a dynamic team dedicated to providing exceptional customer service in a hybrid work environment based in South Charleston, WV. The team values collaboration and continuous improvement, working together to achieve objectives while supporting each other’s growth. The culture promotes engagement, enthusiasm, and a commitment to excellence.
You are Responsible for:
- Leading and mentoring a team of call center representatives to achieve performance targets.
- Monitoring calls and providing constructive feedback to improve customer interactions.
- Assisting in the development and implementation of strategies to enhance team effectiveness.
- Resolving escalated customer issues promptly and professionally.
- Maintaining accurate reports on team performance metrics and outcomes.
To succeed in this role – you should have the following:
- Proven experience in a call center environment, preferably in a leadership role.
- Strong communication and interpersonal skills.
- Ability to analyze performance metrics and drive improvements.
- Experience with conflict resolution and customer service best practices.
- A commitment to fostering a positive team environment.
- Availability to work in a hybrid model, allowing for a mix of in-office and remote work, and an understanding of the technology required for effective remote management.
The pay rate for this position is $20/hr on W2.