Call Center Team Lead

Benefits/Perks Competitive Compensation Paid Time Off Career Growth Opportunities Job Summary We are seeking an experienced Call Center Team Lead to join our team. In this role, you will oversee our call center's daily operations and personnel, doing everything possible to maximize efficiency, lower overhead, and achieve company goals. Your responsibilities will include managing staff, developing key performance indicators, and tracking and reporting on productivity. Responsibilities Manage and train call center employees so they are capable of providing excellent customer service Oversee call center operations, making improvements to telephone skills and other procedures Create goals and objectives for the call center and document performance using key performance indicators Develop and implement policies and procedures that maximize productivity Prepare and present reports on call center statistics to upper management Assist representatives where escalation is needed Take inbound calls and assist customers upwards of 100 per day Make outbound calls for prospects, leads, etc and generate sales Qualifications High school diploma/GED is required, college experience is preferred Call Center Team Lead experience is preferred Previous experience as a call center manager or in a similar managerial position Strong grasp of customer service metrics and key performance indicators in a call center setting Knowledge of budgeting, reporting, and basic financial analysis concepts Highly skilled in Microsoft Office and call center software Excellent verbal, written, and interpersonal communication skills This is a remote position. Compensation: $18.00 - $18.50 per hour About Dr. Eric F. Ciliberti, MD, MS Dr. Eric Ciliberti, M.D., Developer of RELAXIUM® Clinical Neurologist, Sleep Expert, and Founder of The American Behavioral Research Institute Dr. Eric Ciliberti, M.D. is a board-certified physician specializing in Neurology and has nearly 30 years of experience in the medical field. Dr. Ciliberti received his medical degrees from several prominent universities, including a bachelor’s degree in Psychology from Emory University , a master’s degree in Physiology from Georgetown University and a Doctor of Medicine from Tulane University . He trained with world-renowned leaders during his Neurology residency at the prestigious Cleveland Clinic . He is an active member of the American Academy of Neurology , Association for Behavioral and Cognitive Therapies , and is the founder of the American Behavioral Research Institute .