Call Center Team Leaders: Transcom North America

Call Centre Team Leader

Transcom’s call center in Lafayette is looking for experienced Team Leaders! This is a great opportunity for a high-energy, results focused professionals looking for challenge in a fast-paced environment.

You will manage a team of 15-20 Customer Service Representatives (CSRs) in our call center in Lafayette. You will be responsible for employee & client satisfaction, attendance & performance management as well as driving revenue results for your team.

You will be responsible for:

• Creating a positive work environment and high team morale consistent with our values
• Acting as an advocate for your team to ensure we are meeting their expectations and those of our clients
• Making sure that all scheduled agents are present for their shift. Identifying all absences, late incidents and manage immediately
• Weekly performance coaching for each member of your team
• Applying progressive discipline when required
• Providing regular updates to your Call Center Manager on successes and challenges in performance metrics, reducing costs and increasing efficiency
• Provide regular updates to Client Services for feedback to our clients
• Upholding company policies and leading by example
• Communicating Transcom’s mission, vision, direction and business objectives to all employees.

The ideal candidate possesses:

• 2 years experience in a Team Leader or similar role in a Call Center environment
  • 3^rd Party experience is preferred
• Strong coaching and supervisory/leadership skills
• Strong computer skills: Microsoft Office Suite, internet and general computer use
• A track record of effective team and customer relationship management
• The flexibility and versatility needed to succeed in a fast-paced & changing work environment
• Initiative and self-discipline to proactively analyze results and implement improvements
• Shift flexibility

Interested applicants please forward your resume, with the position "TLLFT09Q4" in the subject line to: work@transcom.com