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.
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.