Full job description Do you have a passion for leading dynamic teams and cr

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eating exceptional experiences for customers? We at NexGen Agency are looking for a Contact Center Team Lead who is enthusiastic and eager to join our remote team. You will be at the forefront of our contact center’s day-to-day operations in this position, shaping a team that provides excellent service and achieves ambitious goals. This is the ideal opportunity for you if you thrive in a fun, fast-paced, and high-energy environment!

Why Working Here Will Make You Happy

Benefits and Perks:

Employees have access to a wide range of benefits, including dental, vision, and comprehensive health insurance. There are also opportunities for internal promotions, exciting incentives, and gamification to win awards. All employees get paid time off. You can work from home and avoid the commute.

With Impact, Lead:
Encourage and direct a talented group of contact center agents to surpass their performance targets.
By knowing each team member’s strengths and motivations and giving them the support and direction they need to succeed, you can inspire greatness.

Provide Unsurpassed Customer Service:
Be the go-to person for customer issues that have escalated, ensuring that they are resolved quickly and satisfactorily across all channels (phone, chat, and email).
Transform client-specific goals into actionable strategies that increase customer satisfaction and communicate them to your team.

Elevate and Empower:
Assist existing team members in realizing their full potential and turn new hires into top performers by taking charge of onboarding, training, and coaching.

Identify and address training requirements to continuously improve team effectiveness and skills.

Optimize and innovate:
Implement exciting changes that improve customer experience and efficiency by analyzing and refining contact center procedures.
Take charge of initiatives that promote a culture of continuous improvement and operational excellence.

Connect and Work Together:

Serve as a crucial link between agents, management, customers, and clients, ensuring smooth communication and alignment.
Contribute to the success of our contact center as a whole by working closely with other leaders to solve problems and accomplish common objectives.

Celebrate and Measure Success:
Prepare and present compelling reports on service quality and team performance.

Foster a positive and motivating work environment for the team by celebrating milestones and accomplishments.

Physical and Environmental Requirements: Business office environment: no Macs or Chromebooks; CPU: 2 GHz min without video or screen monitoring; Core i3/5/7 with video and screen monitoring; Memory: 8 GB min; Network: TCP/IP network required (hard-wired LAN recommended);

Outbound firewall: UDP port 5080 is open for SIP signaling; UDP port 5060 is open for the SIP softphone; QoS router configurations are recommended for UDP packets; Router/Firewall: ALG/SIP Packet inspection is disabled; Headsets: Professional series headsets with USB connectivity are recommended models. Allowed network ports are 40,000 to 65,535
Operating System[9] _ Windows 10 _ Active Firewall _ Browsers[11] Google Chrome 80 and later, Mozilla Firefox 60 and later, Internet Explorer 11 and later (Windows 7, 8, and 10) [12] [13] Additional Software Teamviewer application (for remote technical assistance) https://www.teamviewer.com/en/download/ Ability to sit for up to 8 hours unassisted Ability to enter data for up to 8 hours unassisted

Education: Requires a high school diploma or equivalent; A bachelor’s or associate’s degree is preferred.
Experience: at least three years working in a contact center, five of those in a supervisory or team lead position.
Skills:
a dynamic, empathetic, and respectful leader who thrives in a dynamic and productive environment.
exceptional skills in problem-solving and communication that contribute to team and customer success.
proficiency in CRM and contact center software, as well as a talent for utilizing technology to improve performance.
Why Choose Us? We at NexGen Agency want to foster an atmosphere where you can learn, succeed, and have fun! Join us and be a part of a business that values excellence, collaboration, and innovation. We want to hear from you if you’re ready to advance in your career and have a real impact. We are an Equal Employment Opportunity (EEO) employer. Pay Rate: $17-$19 per hour, depending on experience Type of Job: Paid Full-Time: Benefits: From $17.00 to $19.00 per hour

Health insurance, dental insurance, paid time off, and vision insurance

Monday through Friday day shift Application Question(s):

Do you have a desktop or laptop running Windows?
Are you a Texas resident?
Experience:

Retail: Call center for two years (preferential): Experience supervising for three years (required): 5 years (Most desirable) Location:

Texas is required. Workplace: Remote

Benefits of Remote Jobs

Flexibility: Employees can often choose their working hours, making it easier to balance personal and professional commitments.

Reduced Commuting: Eliminating the daily commute saves time and money, leading to increased productivity and less stress.

Access to a Broader Talent Pool: Employers can recruit talent from anywhere, not limited to local candidates.

Cost Savings: Companies can save on overhead costs related to office space, utilities, and supplies, while employees save on commuting and work-related expenses.

Increased Productivity: Many remote workers report higher levels of productivity due to fewer office distractions.

Improved Work-Life Balance: The flexibility of remote work can lead to a healthier work-life balance, reducing burnout.

Diverse Work Environment: Remote work often fosters a diverse workforce, as employees can come from various geographic and cultural backgrounds.

Qualifications for Remote Jobs

Technical Skills: Depending on the role, proficiency in specific software, tools, or programming languages is often required.

Self-Discipline: The ability to stay focused and manage time effectively without direct supervision is crucial.

Communication Skills: Strong written and verbal communication skills are essential for collaborating with team members and clients remotely.

Problem-Solving Abilities: Employees should be able to tackle challenges and find solutions independently.

Adaptability: Being open to learning new tools and adjusting to different work environments or tasks is important.

Prior Experience: Many remote positions prefer candidates with previous remote work experience or relevant industry experience.

Organizational Skills: The ability to manage multiple tasks and prioritize effectively is critical for success in a remote setting.

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google jobs no degree work from home remote part time

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