Language Services Associates is hiring a
Inbound Team Lead

Summary

The Inbound Team Lead role at Language Services Associates involves managing the Contact Center's daily operations, supervising a team, and ensuring service excellence. The position requires 2-4 years of leadership experience, a Bachelor's degree, technical proficiency, problem-solving skills, customer service experience, reliability, flexibility, and a collaborative attitude. The shift is part-time on Saturdays and Sundays.

Requirements

• 2-4 years of leadership experience preferred
• Bachelor's degree preferred
• Proficient technical skills with the ability to adapt and learn new applications quickly
• Superior problem solving skills with the ability to work calmly under pressure
• Ability to collect and analyze information with exceptional attention to detail
• Proven success in customer service positions
• Reliable and flexible and demonstrates a collaborative attitude

Responsibilities

• Understand and communicate organizational vision, goals, objectives, compliance, and quality standards to Inbound staff
• Manage a designated shift to ensure all department tasks & duties are executed accurately, efficiently, effectively, and within compliance
• Provide support, coaching, and training to designated team
• Monitor team KPIs to ensure efficiency, accuracy, and effectiveness of team members
• Collaborate with contact center managers to address and resolve coordinator and senior coordinator behavioral and/or performance issues
• Monitor LSA systems to ensure continuity in business operations and troubleshoot as necessary
• Independently resolve inquiries requiring a supervisor's approval and escalate issues, questions, and concerns to call center managers as appropriate
• Support Inbound Manager with departmental initiatives, as requested, and represent Inbound at internal meetings as appropriate
• Perform other duties as assigned

Benefits

• Medical, Dental, Vision
• 401k with partial match