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Call Center Team Lead

Call Center/Customer Service

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Location: Honolulu, HI, United States
Job ID: 2019-3489

Job Description

Call Center Team Lead



Reporting to the Team Supervisor/Operations Manager, this individual provides front line leadership directing 5-15 Customer Service Representatives supporting the day-to-day operations of call center operations in the areas of outbound, inbound, quality assurance, customer/donor services, or other related operational activity. The Team Lead utilizes generally accepted team leadership methods and approved procedures to achieve expected quality, productivity and throughput.

Essential Job Functions:

  • Provides support to staff and monitors staff activities to ensure that prompt, courteous, and accurate responses are provided to donors
  • Works with Supervisors with monitoring team production, efficiency and quality metrics and provides feedback to the supervisor on performance compared to expectation
  • Handles complex and escalated customer service issues
  • Assists Supervisor in providing training and coaching support to reinforce successful team member behaviors and identify opportunities for performance improvement
  • Assists Supervisor in conducting monthly touch base meetings with each team member regarding their previous month’s performance
  • In conjunction with Quality Assurance, ensures adherence to departmental and/or call/service center policies, procedures, and practices
  • Creates and maintains a positive, respectful work environment for the team members
  • Assists supervisors in prioritizing and assigning work to team members
  • Assists with inbound calls during high call volumes


Required Knowledge, Skills and Abilities:

  • Communicates effectively, cooperatively and persuasively
  • Nurtures a cooperative, team-oriented environment
  • Treats all team members and donors with respect and dignity
  • Prioritizes and executes tasks within a fast-paced environment
  • Ability to develop, evaluate and motivate team members
  • Exceptional problem-solving skills
  • Working knowledge of call center technologies such as dialer, IVR, ACD, and workforce management
  • High level organizational skills and attention to detail
  • Excellent written and verbal communication skills
  • Ability to learn and utilize work-related systems
  • Ability to work independently and as a member of a team in a fast-paced environment
  • Demonstrate strong customer service skills and providing excellent, professional support to our team members for a wide variety of issues
  • Ability to analyze data and provide analysis to improve efficiencies
  • Some basic technical troubleshooting abilities
  • Accurate data entry skills
  • Ability to remain calm in adverse situations

Minimum Required Education, Training and Experience:

  • High School Diploma and two (2) or more years of experience in a high-volume call center environment. 
  • Proficiency in MS Office products such as Word, Outlook, PowerPoint and Excel to include internet browsers (Internet Explorer, Chrome, etc.)
  • Flexibility in schedule which will include nights, weekends, and holidays


Physical Requirements:


  • Must be able to sit, stand and walk for extended periods of time.


FLSA Status


  • Non-Exempt


Tools and Equipment Used:


  • Laptop or desktop computer, phone, headset, webcam




  • No travel required


Work Address:


  • Remote



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This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.

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