Team Leader (San Antonio) in Texas

diane.carrion_14223's picture
Contract Type: 

This position is responsible for the day to day performance and development of the Research Interviewers in the Call Center. Team Leaders will be accountable for delivering results in the areas of study/cycle performance, quality, employee engagement and retention.

Job Responsibilities

1. Provide immediate support for Research Interviewers; answer questions and respond to concerns

2. Monitor Research Interviewer calls to ensure quality compliance and provide necessary coaching and development

3. Manage daily operational and administrative tasks; address needs associated with employee performance, attendance, timekeeping, and conduct

4. Oversee and maintain employee productivity and workflow; escalate study/system/equipment issues when necessary

5. Coach and Develop Research Interviewers daily; document coaching sessions; important conversations and performance milestones of each team member

6. Manage individual and team performance based on performance reports and analysis

7. Conduct weekly coaching sessions and quarterly "check-in" reviews

8. Ensure Research Interviewers maintain up to date study certification status and receive ongoing training

9. Maintain personal study certification status, attend required training, and participate in Quality calibrations

10. Conduct regular team meetings to provide business and study updates

11. Ensure team adherence to all Call Center policies and procedures as outlined in the call Center policy addendum

12. Collaborate with peers and management to meet overall call Center goals and objectives


Position Requirements

• High School diploma or GED equivalency

• 18 years of age

• 1 year prior call center management, people management or equivalent experience

• 2 years prior call center or customer service experience, outbound calling


• Excellent communication skills (Verbal & Written)

• Strong Interpersonal skills

• Effective coaching skills

• Organizational and time management skills

• Computer and typing skills (Data entry)

• Proficient in Windows & Microsoft Office, specifically in Excel

• Fluent in the English Language (Bilingual positions require fluency in English and Spanish, both verbal and written)

• Prior experience in sales, education, customer service, collections, or similar



Physical Requirements

• Ability to stand, bend, stoop, sit, walk, twist and turn

• Ability to use a phone or wear a headset

• Ability to use a computer, keyboard and mouse

• Work environment is indoors with time spent walking call center floor and sitting at a desk


Schedule Requirements
 Sunday – Thursday, evenings start 3pm 

North America-US-TX-San Antonio

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