About Elevation Connect:

Elevation Connect – PERFORMANCE FOR PURPOSE

Elevation Connect delivers a very different contact center experience. We are a customer service and sales company powered by incredibly talented people who are knowledgeable and passionate, and who respond with authentic care for our customers. Our exceptional team members are inspired by our commitment to helping surrounding communities through our "Performance for Purpose" philanthropic model. When people work for a company with purpose, they are driven to out-perform. If you are interested in joining a team that cares about its customers, employees, and your community, please contact us.

Elevation Connect is always on the lookout for candidates to provide extraordinary customer service to our clients. This position is in office in the Commonwealth of Dominica.

We have an exciting opportunity as a Contact Center Interim Team Lead November 1st, 2024 through April 30th, 2025

Elevation Connect is hiring a dedicated, supportive Contact Center Interim Team Lead who can coach and motivate Contact Center Support Representatives as they field contacts from customers. The Contact Center Interim Team Lead will assist in the hiring and training process, ensuring that every agent is well prepared for their contacts. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act as a resource to agents.

To succeed as a Contact Center Interim Team Lead, you should be focused on helping your team build necessary skills and knowledge so they can best support our client's customers. You should be supportive, communicative, and attentive.

Contact Center Team Lead Responsibilities:

·       Assist in hiring, training, and preparing Contact Center Support Representatives to respond to questions, requests, and complaints and troubleshoot problems with services or products and technology

·       Ensuring agents understand and comply with all Contact Center objectives, performance standards, documentation procedures and policies

·       Answering agent questions regarding best practices or difficult contacts

·       Identifying operational issues and suggesting possible improvements

·       Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary

·       Preparing reports and analyzing data to assist management as they determine Contact Center program goals

·       Ensuring that all customers are satisfied which may require taking contacts and/or escalated supervisor contacts

·       Working with other supervisors and management team members to support agents and maximize customer satisfaction

·       Motivate and encourage the team through positivity by using chats, competitions, communication and upholding EC values and mission.

.       Perform other duties as assigned.

Contact Center Team Lead Requirements:

·       High School Diploma or equivalent required.  College degree preferred, with preference for management.

·       Contact center, customer service, or supervisory experience is required.

·       Proficiency with technology, especially computers, software applications, and phone systems.

·       Exceptional verbal and written communication skills

·       Strong understanding of company products, policies, and services.

·       Ability to coach, train, and motivate employees and evaluate their performance

·       Excellent problem solving, leadership, and customer service skills

·       Must be analytical, efficient, and thorough.

·       Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours

·       Availability to work between the hours of 9:30am - 1:00am AST Monday – Sunday

·       Background check required

Contact Center Team Lead Info:

·       Hiring for start date of November 1st, 2024 and end date of April 30th, 2025

·       Pay Rate is $15.00 XCD hourly

·       Schedules are subject to change according to business needs

Elevation Connect will ALWAYS contact you directly for any information about your application.  We will NEVER ask for fees or personal bank information in the interview process.  Please be aware of scams.