Customer Service Team Lead - WI

LOCATION:ON-SITE IN MADISON, WI 

POSITION CONTINGENT UPON AWARD OF CONTRACT

SUMMARY:  Assist the Supervisor in the call center operation in accordance with policies and procedures. Ensure smooth call center operation during shift.

ESSENTIAL FUNCTIONS:

• Monitor the operation in accordance with policies and procedures.
• Train and coach team members in conjunction with supervisor.
• Responsible for shift schedule to include, work station assignments/rotations with supervisor.
• Coordinate production startups, shutdowns, and changeovers with supervisor.
• Responsible to meet shift goals.
• Responsible for quality control.  
• Make adjustments as necessary during shift to maintain compliance within specifications.
• Operate within standard operating procedures (SOPs).
• Communicate with Supervisor.
• Ensure a clean and safe work environment.
• Complete shift paperwork.
• Assist in assigned department as necessary.
• Other duties as assigned. 

QUALIFICATIONS REQUIRED:

• Strong reading, writing, and arithmetic skills required.
• Computer literate with the ability to learn customer service software applications.  
• Duties require professional verbal and written communication skills 
• Ability to type 30 wpm.
• Work requires willingness to work a flexible schedule including days, nights, holidays and weekends.

QUALIFICATION 

• High school diploma or equivalent.