Team Lead (Outbound Voice Campaign)

 This is a remote work position.
 

Job Summary

We are looking for a highly motivated and self-driven leader who understands how to get results and can lead a team of phone researchers.

The Phone Research Team aims to elevate our research services by collecting data on provider services and evaluating consumer experiences through phone and online inquiries.

This is a new function within our organization, so you will play a role with many hats. You need to have proven experience in problem-solving, process development, process documentation and process improvement.

 Duties and Responsibilities

• Deliver the targets defined by the campaign.
• Gain a proficient understanding of the project procedures and processes and how we engage and provide value to clients. 
• Knowledge of data research. 
• Engage the team members in meaningful coaching sessions. They should be able to hold phone conversations that provide clear, yet concise directions towards development. 
• Assess phone research calls and provide calibration directions on scoring.
• Complete performance assessments with accuracy and actionable steps. 
• Send feedback and updates to managers and other stakeholders through well-crafted emails.
• Initiate multiple changes in the workplace, including processes, goals, and requirements, while still meeting project expectations. 
• Play a part in developing supporting documentation for training and operations. 
• Serve as an intermediary for escalations between agents and consumers.
• Highly motivated, process-oriented and driven to meet deadlines and goals 
• Proven track record of initiative-building and implementation
• Keep track of personal productivity and be able to work independently with minimal supervision.
• Maintains a cordial relationship with agents and is able to build relationships that move performance forward.
• Submit high-quality deliverables accurately and within the agreed timeline.
• Perform other responsibilities as assigned by the QA Manager and/or the Data Research Manager.
   

Competency Requirement

• Has advanced to expert written and verbal communication skills.
• Has strong general research skills.
• Has an outstanding BPO leadership experience in an outbound voice campaign, preferably in a work-from-home environment.
• Has experience in piloting programs and initiatives. 
• Has keen attention to detail and familiarity with the use of several remote work tools. 
• Has excellent analytical and problem-solving abilities and meticulousness.
• Has the proven ability to multitask and think outside the box. 
• Has system requirements as mandated by the project. 
• Experience in a training and coaching environment is an advantage.
• Strong computer skills and knowledge of Google Workspace, ClickUp, Notion and Salesforce is a plus.