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1

call center senior team lead

  • Coordinate with staff when making schedule to ensure coverage for the work day.
  • Pull and analyze reports of incoming traffic and report findings to management for strategy evaluation.
  • Lead and oversee weekly team meetings.
  • Organize analytics reports for traffic of the office and shift focuses to increase productivity and return.
  • Conduct interviews with future potential employees and process hiring-related paperwork.
  • Take part in tech meetings / law firm phone calls.
  • Designed a new way of managing incoming and outgoing calls in the office which resulted in a productivity increase.
2

call center team lead

  • Design and display welcome PowerPoints and/or Excel sheets for incoming guests.
  • Conduct up training with representatives and lead team.
  • Fix and diagnose IT issues within the office up to and including setting up work stations and fixing existing work stations.
  • Assist law firms with any issues they may have and provide any reports they request.