Outreach Team Lead

Lead a team of 15-25 entry-level, front-line outreach specialists responsible for outbound/inbound call handling Responsible for coaching and developing reports on processes and best practices Continue to maintain monthly personal performance metrics Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously Drive a culture of accountability, continuous improvement, and personal excellence Directs workforce management activities and sets performance goals and objectives accordingly Develop and maintain strategy on ensuring customer satisfaction on all service interaction Provide team motivation and development to maximize sales opportunities Responsible for the overall performance and productivity of direct reports Responsible for weekly payroll review to ensure correct entries Responsible for driving the growth of revenue and profit originating from a call center Monitoring of individual and team results to identify and act on both positive and negative performance Communicate key messages effectively to ensure that direct reports are informed of process changes Provide regular feedback to representatives regarding performance wins and areas of opportunity Work with other departments in the organization, such as quality assurance, training, IT, and recruiting. Develop and audit quality assurance strategies to ensure the delivery of world-class service Determining work procedures, preparing work schedules, and expediting workflow Manage remote employees as needed. Other duties and responsibilities as assigned