Call Centre Team Leader (Nesting)

S&P Data provides premium sales and customer care support for companies who want to delight their customers at every step. Our company is founder led, and leverages engaged and proactive management teams to constantly innovate and drive performance. Our team is not a BPO vendor partner, but instead an extension our client’s company, we live and breath our client’s business, and align our goals and success measures to what matters most to them. We do not just make and answer calls, we are dynamic marketing partners designing, building, executing, and improving bespoke solutions on our clients’ behalf. We provide support for some of the industry leaders in telecommunications, finance, Fintech, technology and security.  For more information on S&P Data, visit our website at https://www.spdatallc.com/about.

 This is a Work From Home position

As Nesting Team leader you will have experience as both an Operations Team Leader and a Trainer within a call centre environment. you will be responsible for managing the day to day operations of your program(s). This role balances people and client management with a focus on employee engagement and training to help you exceed client expectations. You will manage the quality of service delivered to ensure the company satisfies client SLA requirements, call and work flows, reporting, performance metrics, performance feedback, service improvements and cost containment.

• Ensure revenue forecasts are obtained and or exceeded

• Ensure that employees are trained and supported to ensure client satisfaction

• Review and monitor daily, weekly and monthly program performance and, develop plans to rectify the problems and provide feedback on result for continual process improvement

• Mentor and guide Team Leads and other support staff to deliver against those goals

• Report on Key Performance Indicators to the SVP of Operations and Senior Management team

• Support the development of system/process enhancements to improve operational productivity and efficiency

• Ensure all process documentation is updated regularly with any changes

• Determine employee job standards and performance expectations

• Make recommendations for improvements in program performance

• Ensure the delivery of excellent service to clients

• Assist with projects and other duties as requested or assigned

• Manage the overall profitability of program

• Take on any individual company assigned projects as required

WHO WE'RE LOOKING FOR:

You are a results-focused and people-oriented person with good reasoning abilities. You are slightly competitive by nature- with others or yourself, and are motivated by being best in class. You easily motivate people with your inspiring nature and strong coaching ability and are able to pass these qualities onto other leaders who report to you.

• 3+ years’ experience in a leadership role in a call/contact center environment

• 1+ years experience in a training role ideally within a nesting environment

• Experience designing incentives, establishing sales goals and managing call center productivity according to metrics and revenue targets

• Committed to tightly managing daily sales goals and handling client escalations

• Results-focused and supportive leadership style

• Strong multitasking, prioritization, conflict resolution and analytical skills

• Strong communication skills, written and verbal.

• Exceptional problem solving, conflict resolution and listening skills

• Flexibility to work hours as instructed by business needs

**Can legally work full-time in the US **

**Please note:  S&P does not use telegram as a tool to conduct interviews, additionally we do not ask for sensitive information using a texting tool.  Our interviews are conducted using zoom or in person.**