Job Title: Closing Team Leader| Call Center
Location: Baltimore, MD 21201
Company: 930 Firm
About Us: 930 Firm is the call center wing of a much larger marketing company. Located in Downtown Baltimore, 930 Firm looks to create jobs in the call center industry and offer sustainable employment opportunities to qualified Baltimore citizens.
Job Description: We seek a hungry individual with experience as a call center supervisor and a proven track record in high-volume call centers. The ideal candidate will have experience supervising a team of 15 or more call center agents and will be responsible for ensuring the smooth operation of our call center. This role requires strong leadership skills, excellent communication abilities, an ability to read and understand reports, the ability to use data to make the proper decisions, and a high level of verbal and written communication skills.
Key Responsibilities:
Supervise and support a team of 15+ call center agents from 12 pm to 8 pm.
Monitor and evaluate agent performance, providing feedback and coaching as needed.
Ensure that every outbound call meets the quality and compliance requirements by which we are governed.
Assist in the development and implementation of call center policies and procedures.
Aid in hiring and training new agents for the outbound call center
Analyze call center metrics and prepare reports for management.
Qualifications:
Minimum of 3 years of experience in a high-volume call center environment.
At least two years of experience as a call center supervisor.
Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
Ability to work in a fast-paced and dynamic environment.
Proficiency in call center software, reporting software, and Microsoft Office Suite.
Problem-solving skills, punctuality, detail-oriented with a customer-focused mi