Supervised daily operations of Call Center team. Trained and motivated staff to meet and exceed sales goals. Trained and motivated staff through department incentives for sales/referrals. Supported Cross Sales team in Doral Mortgage during high volume periods - end of month. Provide online banking technical support for Remote Deposit, Payroll uploads Debit/Visa, Certificates of Deposit, Loans, and deposits. Answered high volume of incoming calls and done outbound calls for maximizing sales and meet deadlines. Maintained documentation of individual and Team metrics to include attendance, quality, production objectives and results, and disciplinary process. Led a group of 6 luxury brand call center representatives in a high volume inbound call center. Develop training materials based on the results from customer demands and quality assurance results. Coached team members to exceed defined sales goals and targets Crafted telephone scripts for customer communication. Drafted communications between different regional call centers to ensure all connecting trips were completed. The key skills required for a Team Leader are those associated with leadership – motivator, coach, organiser and a good communicator. Establish and recommend procedures that focus on business improvements. Interviewed and hired employees, ensuring they receive appropriate training and tools needed. Assist in monitoring and consistent improvement of quality standards and agents' performance goals. Spearhead performance management, including creating performance improvement plans when necessary. Handled escalated calls from high-stress customers while maintaining company policies and procedures. Assist Call Center Manager with hiring and training of front counter, call center and technical support representatives. One of the best ways to acquire the skills needed to be a call center team leader is to take an online course. Required to have accuracy and speed entering information for the member into computer based systems while closely adhering to HIPAA policy. One of the tasks of team leaders is to help teams increase their competence. Processed a high volume of customer service calls exceeding daily goals by average 18%. Evaluated and assessed Medicare applications applying established medical criteria including risk assessments and acceptance of risk using appropriate insurance industry standards. Supported daily operations of department by actively providing direction and communication to the team. Assisted with implementation, documentation, training and roll out of new clients to the team on a regular basis. This isn’t just about schools, it’s about the broader and bigger world of learning. Team leaders should constantly think of and implement ways to boost employee engagement, whether by incentivizing their staff or organizing team building activities. Monitored daily key performance metrics/indicators to ensure center is on target to meet/and or exceed set goals. 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Implemented process improvements to help increase productivity and efficiency. Provided weekly and monthly coaching to associates regarding key performance indicators through observation and one-to-one coaching. Whether you're already managing a sales team, or aspire to manage one at some point in your career, this course will explain what's involved when it comes to setting up a sales process, coaching your team, hiring new team members, and getting those team members up to speed as fast as possible... All of us carry explicit or implicit theories of learning. Customer Service. Established call center operational strategies by conducting needs assessments, performance reviews, Ensured proper implementation of all United Airlines operational procedures and quality of service standards. Handled escalations and reservation troubleshooting providing general technical support and answers. Assisted with high volume phone lines for Dallas Yellow Cab. Point of contact for customer complaints and escalated issues. Developed and managed database to build customer relationships by gathering contact and member information, and making outbound calls to members. Developed and implemented call center housing policies and procedures. Monitor calls and tickets to ensure accuracy. Managed 42 direct reports (Union Employees) in a virtual environment and Call Center environment. Manage all customer escalations in support of Voice operation. Gather data for Key Performance Indexes (KPI) and utilize to strengthen team skills. Performed extensive troubleshooting and research in Lotus Notes versions 4, 5, 6, 7 and version 8. Improve Communication Skills - Use the Telephone Effectively! They should also have a backup plan in case some agents go on an emergency leave. report issues which led to process improvements. Handled customer complaints and reported them to the proper resources. Some people are born with qualities that make them strong leaders, such as intelligence, initiative and an outgoing personality. Greeted customers over phone, email, internet. Handled and processed mail in a high volume mailroom. Whether you are an office manager or a project leader, all good leaders require a number of soft skills to help them positively interact with employees or team members. Leadership in a call center has to be transparent and hands-on, so any employee who understands this could be suited to a team leader role. Handled "supervisor calls" from customers whose issues could not be addressed by a floor representative. Maintained daily and monthly goals - including attendance, sales, customer contacts and service levels. Assist Call Center Manager in reaching service levels of overall Call Center. Supervised and monitored monthly sales goals, as well as achieve goals. Top producer within a high volume call center that allowed me to be promoted to team lead. workstations. Speaking and writing are basic leadership communication skills. But aside from observing adherence to company rules, leaders should also uphold transparency. Excelled as Subject Matter Expert for identifying meaningful goals and metrics that directly contributed to center objectives. Provide Customers with accurate information regarding the park, pricing, or whatever their inquiry may concern. It helps to write down the topics or issues that must be discussed, so they can make the meeting informative and productive. Great supervisors are understanding and listen to staff. Monitor customer service representatives' daily inbound and outbound calls, promote client satisfaction and enhance employee performance. Make outbound calls to resolve member's problems. Cross trained to Front Counter, high volume Call Center, Lost and Found and Opening duties. Increase the customer service by providing information on new products, rate plans, and services through up selling opportunities. Trained other staff members to work as a call center customer service agent. Created procedures to facilitate communication between support staff and professional service (Physicians and Specialist). Preside over daily activities in absence of Call Center supervising 10 individuals. Provide CSRs and supervisor/manager with consistent and effective feedback and updates on operational procedures. Collaborated with credit bureaus, DMV, directory assistance and internet services investigative efforts to obtain current customer information. Produced call center performance reports and implemented procedures to enhance the reservation process. Doing so lets you smoothly transition your new leaders into their positions, as you’ll be able to equip them with the skills they need to perform their duties well. Answered calls in a high volume call center where I addressed questions with employees and customers regarding their wireless accounts. Assist with developing employee incentives for the FloridaKidCare and Medicaid Options contract. Mentored staff to reach and maintain department goals and Service Level Agreements (SLA). Supervised a high volume, inbound call center. Developed training materials and trained new hires each month in a one-week class. Assisted Management, operated as a team lead, and monitored inbound/outbound calls for an FSA call center. Monitored the daily activities of 17 pharmacy technicians in the call center. Calm angry callers, repair trust, locate resources for problem resolution and design the best option solutions. Supervised customer service and order entry representative to control call volume over (500 inbound and outbound calls). Managed Tier I Service Desk, delegated daily tasking to eight staff members. Strong interpersonal skills, a drive to succeed, a desire to learn and staying organized are key traits of good team leaders too. Handle inquires and customer escalations for prompt and complete resolution. Ensures employees have appropriate training and other resources to perform their jobs. Created Action Plans aimed at improving agent performance via Corrective Action and counseling for monthly metrics and attendance. Oversee the daily operations of the Call Center to ensure all policies and procedures are followed while responding to inbound/outbound calls. Modern business requires communication skills that are effective across cultures, generations, and genders. Assisted Supervisors with daily floor duties including helping staff troubleshoot. Resolved escalated customer complaints on a variety of topics. Often, incentives and bonuses depend on these assessments. Increased efficiency by monitoring staff service levels, operational expenses and productivity. Mentored and trained staff members on an individual and group basis. Developed internal correspondence that facilitated effective communication and transfer of information between office professionals. Recommended and implemented changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department. Trained, supervised and evaluated staff on company policies, etiquette and procedures. Conducted one on ones with my department to ensure service levels are met. Ensure business growth and program deployment by choosing the right outsourcing company to back up your, The past year taught the industry that unforeseen events can have a drastic impact on businesses. Explored security vulnerabilities in data entry system and procedures while successfully completing all projects on time and under budget. Motivated team members to strive for high call quality and increased productivity through personal interaction and incentives. Cultivated an environment that encouraged maximum productivity and effectiveness, personal growth and development, open communications and teamwork. Team Leader Skills for Resume: 14 Qualities to Succeed as a Team Head. Serve as a resource to internal and external customers by obtaining and sharing information. Collected and analyzed statistics for coaching and performance evaluations. Tracked and maintained KPIs that were then used to further train and coach members of the call center team. Handled high volume in bound escalated calls. Supervised the operational tasks of an inbound Medicare Part D project consisting of a team of 65. Assist Wells Fargo managers and trainers with medical emergencies, training classes, opening site on a daily basis. Managed inbound /outbound sales/customer service/technical calls & Performance Solution (Quality Monitoring) Team. Team leaders’ main responsibility is to ensure that their team can meet the productivity levels expected from them. Support for AT&T's U-Verse Service, which includes Internet, television and home phone products. Assist with payroll disputes and ensure accuracy of Empower so that agent is paid. Use computer systems to research customer information. Manage day to day operations of 150+ csr inbound call center. Developed & updated all phases of agent training materials. Managed network queue call routing, call tracking systems and core call center metrics for each team member. Provided exceptional customer service regarding phone interaction with customers dealing with issues and concerns related to customer accounts. Trained and supervised full and part time personnel on company policies, protocol, equipment maintenance, expenditures and pricing. Resolved escalated customer questions, issues and complaints. Supervised 15 to 20 Customer Service Representatives taking Medicare Part D service claim calls. Provided significant input to Marketing Communications on the development of the product specifications guide for architects nationwide. Facilitated monthly group communication sessions designed to generate discussion and provide guidance regarding policy changes and personnel responsibilities. Conducted performance reviews and acted upon development needs where appropriate. Maintained proactive communication with the team and other departments to ensure efficient, accurate and timely responses to internal/external customer needs. Oversee daily activities of Call Center staff to contribute to team's success with overall quality rate of 95%. Have direct involvement in the development and management of our growing Technical Support team. Managed multiple departments ensuring pricing accuracy, maintaining inventory levels, displaying product knowledge and effectively teaching others about the products. Resolved customer inquiries Troubleshoot minor technical issues with drivers in-car computer system. Review call center agents' performance in customer service and quality assurance to ensure customer satisfaction resulting from improved agent performance. Maintained open communications with other departments and management to insure customer satisfaction. Call center representative responsible for customer sales, technical support, and education/training. 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Assist customers with online banking, phone banking troubleshooting, balance request and everyday banking needs. Assist representative with complex issues/supervisor calls. Implemented new quality standards training and incentives to reduce abandon rate from 8.7% to 4.9%. Utilize Key Performance Indicators (KPI) to effectively manage teams. Work with Human Resources to deliver performance evaluations and any required disciplinary actions as needed. Process requests within established policies and procedures and contractual obligations. Recognized for exceeding all Call Center's production call requirements and Quality Assurance procedures/ protocols. Developed and implemented departmental policies/procedures, allowing for fulfillment and control of customer requests. Help external customers to process, locate, and resolve problems with orders. Conducted weekly rap sessions with staff members and provided updates to the management regarding issues discussed. A team which works together well and happily is a more efficient team since their union can bring out the best in them. Applied performance management to ensure enhanced customer satisfaction and adherence to departmental service standards. Served as product knowledge / subject matter expert to all policies, procedures, and government regulations. Assist in maintaining and improving quality standards, developing, and coaching agents. Trained and guided new staff members and assigned shadowing with team members. Answer incoming external and internal customer inquiries promptly and in accordance with established call handling and correspondence procedures. Part of the role of a leader is to clarify the company’s expectations from its employees. Handled disciplinary actions of drivers, and employees under my supervision. Provide high quality program administration and customer service by utilizing excellent administrative and customer service skills. 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D project consisting of a leader in name only work with Human resources to that! Computer systems and resources to certain tasks instructions to support self serve customers on the new Medicaid Peach...