The Call Center Operations Team Lead works to support the Interpreters and Customer Agents on all issues related to receiving and processing incoming customer calls 24 hours/7days a week in a LanguageLine Solutions Call Center.
Answering questions related to call processing
Real-time local line coverage (in conjunction with the Command Center)
Monitoring the Communications Room
Troubleshooting (Take over calls when necessary)
Attendance tracking & reporting
Comply with all company policies and procedures. Maintain a professional appearance and high energy work environment.
Participate in proactive team efforts to achieve departmental and company goals.
Demonstrate a flexible "can do" attitude in work place assignments.
Perform other duties as assigned.
Excellent customer service, communication and interpersonal skills
Attention to detail
Ability to multitask and exercise good judgment with minimal supervision
Professionalism, accuracy and speed are essential
Ability to show discretion and maintain confidentiality
Demonstrated ability to quickly learn line mgt. tools, including company developed data bases/processes
Demonstrated proficiency in MS Outlook, Word and Excel.
Demonstrated proficiency in the English language.
One to two years' experience in a supervisory or leadership role
Ability to work flexible shifts is required
Work hours will include evenings, weekends, holidays and split shifts. We are open 24 hours, 7 days a week