(Male, Age 27) from New Providence, NJ
This is a REAL-LIFE job profile written by a Male aged 27 who works as a Team Lead in New Providence, NJ. We have removed all names and personal information in order to protect privacy. This professional kindly spent a bit of their time to complete one of our job profile surveys so that prospective job seekers like you could read their insights. Please excuse any punctuation or grammatical errors in this profile.
At a Glance
Basic data on your current job
|New Providence, NJ
Opinions on your CAREER overall (i.e. not just your current job)
|Years in Career
|0 / 10
|0 / 10
|0 / 10
|0 / 10
Current job Q&A
Describe the type of organization you work for.
Premiere Response is a contact center that focuses on high level customer communications for any sized program. We are a division of American Customer Care, with 11 call centers in 7 domestic locations.
Describe your job role and responsibilities.
The job of a Team Leader Call Center is a highly focused position to ensure a service-oriented and professional working environment by supervising the performance of team members and executing necessary actions for their motivation when required. Team leaders are knowledgeable of all reporting aspects, communications terminology and technology, and organizational procedures.
Please list an additional benefits (beyond compensation) that you receive.
2 weeks paid vacation. 401K not matched by employer
Do you feel you are under/over or well/fairly compensated at your current position?
Does your job entail you working with others on a daily basis? Is this something you like/dislike about your job? Please explain.
Do you work collaboratively with supervisors/managers?
Do you work collaboratively with your co-workers?
Describe your work location (e.g., office, home, theatre, in the field) and what you like/dislike about working in it.
Please rate each of the following aspects of your current job on a scale of 1-10 (10 being the highest/best):
Level of Responsibility:
The Actual Work:
A day in the life of…
Please describe a typical workday for you in your current job:
|5am to 6am
|6am to 7am
|7am to 8am
|8am to 9am
|Arrival at office prior to other agents. Visual inspection of call center floor to ensure each agent’s equipment is available for 9AM work shift.
|9am to 10am
|Greeting of each arriving agent making mental note of arrival time in comparison to posted schedule. Address any staffing issues with Project Manager. Respond to all after hour e-mail escalations from previous business day. Review objectives for remainder of business day.
|10am to 11am
|Scheduled client operational review conference call. Attending personnel generally includes Regional Managers, low level support staff, and Director of operations. my role is to be the host of the conference call. Part of the host’s responsibility is to prepare and provide talking points to each attending party. The mentioned Talking Points generally covers specific questions or comments which occurred during the previous business week. Microsoft excel is used to document and track previous topics for future reference.
|11am to 12pm
|Creation of conference call summary report provided to Project Manager, followed up by a 15 minute debriefing with project manager.
|12pm to 1pm
|Review of posted schedule to ensure all agents have arrived and are being utilized in the appropriate fashion.
|1pm to 2pm
|Mid-day check of pending e-mail escalations. Research any pending issues and provide detailed response to requester. Possible impromptu training session may request on call center floor to address any reoccurring escalations.
|2pm to 3pm
|Review of each employees time card to ensure accuracy and carry out any time card adjustment requests. Time card system is digital and requests user id and password to gain access.
|3pm to 4pm
|Live call calibration session. Using internal software, each agent’s call is listened into by me and scored according to a pre-approved score chart. Final score is recorded in internal database and is forwarded to project manager. One on one meeting is scheduled for each agent to discuss score received. During this meeting, specific call scored is replayed and open discussion occurs. All coaching points are documented and provided to agent for future reference. Coaching points are specific issues which an agent needs improvement on.
|4pm to 5pm
|Creation of day’s report for project manager’s review. Day’s report includes but is not limited to a list of the specific tasks carried out for the day, goals set, goals met.
|5pm to 6pm
|6pm to 7pm
|7pm to 8pm
|8pm to 9pm
|9pm to 10pm
|10pm to 11pm
|11pm to 12am
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