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

Outreach Team Lead

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