Customer Service Team Lead - WI

LOCATION:ON-SITE IN MADISON, WI POSITION CONTINGENT UPON AWARD OF CONTRACT SUMMARY: Assist the Supervisor in the call center operation in accordance with policies and procedures. Ensure smooth call center operation during shift.

ESSENTIAL FUNCTIONS

Monitor the operation in accordance with policies and procedures. Train and coach team members in conjunction with supervisor. Responsible for shift schedule to include, work station assignments/rotations with supervisor. Coordinate production startups, shutdowns, and changeovers with supervisor. Responsible to meet shift goals.

Responsible for quality control. Make adjustments as necessary during shift to maintain compliance within specifications. Operate within standard operating procedures (SOPs). Communicate with Supervisor. Ensure a clean and safe work environment. Complete shift paperwork. Assist in assigned department as necessary. Other duties as assigned.

QUALIFICATIONS

Strong reading, writing, and arithmetic skills required. Computer literate with the ability to learn customer service software applications. Duties require professional verbal and written communication skills Ability to type 30 wpm. Work requires willingness to work a flexible schedule including days, nights, holidays and weekends.

QUALIFICATION High school diploma or equivalent.