Intake Specialist Team Lead Position - North End Teleservices, LLC

Roles and Responsibilities:
The team lead position is responsible for providing quality and efficient customer service
to customers through the daily management of a team of employees to include hiring,
motivating, recognizing and rewarding, coaching, counseling, training, and problem
solving. Additionally, the position is responsible for assisting the manager with
development, analyses and implementation of staffing, training, telemarketing,
scheduling and reward/recognition programs.

Job Duties:
• Provides daily direction and communication to employees so that customer
service calls are answered in a timely, efficient and knowledgeable manner.

Provides continual evaluation of processes and procedures. Responsible for
suggesting methods to improve area operations, efficiency and service to both
internal and external customers.
• Maintain and manage daily Operations Reports.
• Provides statistical and performance feedback and coaching on a regular basis
to each team member.
• Is available for employees who experience work and/or personal problems
providing appropriate coaching, counseling, direction and resolution.
• Ensures employees have appropriate training and other resources to perform
their jobs.
• Responds to and resolves employee relations issues expressed by team
members.
• Creates and maintains a high-quality work environment so team members are
motivated to perform at their highest level.
• Addresses disciplinary and/or performance problems according to company
policy.
• Assists the supervisor/manager with daily operation of the call center to include
the development, analyses and implementation of staffing, training, production,
scheduling and reward/recognition programs.
• Works as a member/leader of special or ongoing projects that are important to
area/process improvement.
• Shares continual responsibility for deciding how to manage the employees,
ensuring calls are handled efficiently and effectively.
• Establishes work procedures and processes that support the company and
departmental standards, procedures and strategic directives.
• Uses appropriate judgment in upward communication regarding department or
employee concerns.

Skills/Requirements:
• Excellent written/verbal/interpersonal communication skills sufficient to
communicate and interact effectively with customers and co-workers.
• Knowledge of contact center technology.
• Excellent leadership and organizational skills.
• Excellent performance management skills.
• Strong problem solving and analysis capability.
• Excellent command of the English language, good use of grammar skills.
• High school diploma
• Must be able to pass English grammar and sentence structure competency
• General education diploma, some college desirable
• Contact/Call Center

DEI Competencies:

• Diversity equity and inclusion as a leadership competency is a measure of
success within NET.
• Continuous learning: Commits to continuous learning / improvement in diversity,
inclusion, and cultural competence.
• Demonstrates an ability to flex style when faced with myriad dimensions of culture
to be effective across cultural contexts.
• Abides by and lives out company values of:
• Respect for our clients, each other and self
• Integrity in everything we do
• Truth open and honest communication with each other and our clients
• Improvement innovation, creativity and always strives to be our best and do our
best
• Service utmost and foremost
• Diversity of thought, work and life experiences
• Fun work hard, play hard
Compensation:
North End Teleservices will offer a comprehensive benefits package. Compensation is
commensurate with skills and experience.

Attendance and Punctuality:
Regular attendance and punctuality are vital attributes for all employees and critical for
our staff as we are the role models for our organization and future leaders. It is important
for employees to attend work regularly and to arrive at work on time, because failure to
do so detrimentally affects employee morale and productivity throughout North End
Teleservices, LLC.

This position has no supervisory responsibilities.
North End Teleservices is an equal opportunity employer and is committed to diversity in its
workforce. North End Teleservices recruits qualified applicants without regard to characteristics
such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability,
veteran status, age, marital status, citizenship status, or any other status protected by law.