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Reporting directly to the call center manager, the Call Center Team Lead supports the call center manager in a variety of tasks relating to ensuring the productivity and compliance of the call center representatives. This position is also responsible for making outbound contacts and responding to phone and web generated inquiries from prospective students. This person provides excellent customer service while qualifying potential students for a campus tour with an admission representative.

Call Center Team Lead Duties and Responsibilities

• Support a best-in class admissions team to ensure that potential students are qualified.
• In the absence of the call center manager, provide guidance and assistance to the call center representatives.
• Provide accurate productivity reports to key stakeholders, upon request
• Provide immediate feedback to the call center Manager and/or National Director of Admissions with regard to issues of non-compliance, behavior inconsistent with Admissions or SAE policy, technology issues or any other area that could impact team productivity, safety or morale.
• Reach out to prospective students daily.
• Conduct conversations regarding potential students interest and plans regarding their education.
• Manage inbound inquiries over the phone and via email.
• Responsible for scheduling campus tours via CRM tools like Salesforce.
• Input and maintain accurate data entry of all relevant information into CRM tool.
• Provide courteous and expedient outbound telephone customer service.
• Ability to multi-task, using active listening and professional responses to overcome prospective student concerns and objections.
• Promote the recruitment of traditional and non-traditional students in multiple markets across the United States.
• Feedback and escalate urgent concerns to management on a timely basis.

Call Center Team Lead Key Relationships

Call Center Team Lead Qualifications

• High School diploma required, college degree preferred.
• Outbound telemarketing sales experience in a professional call center environment with a focus on customer service or sales.
• 1-to-3-years of customer service and/or relationship sales environment.
• Training and supervision in a call center environment experience a plus.
• Must possess knowledge of the sales process and have a strong desire for success in selling.
• Familiarity with CRM tools management is a plus, Salesforce experience preferred.
• Experience in for-profit education, preferred.
• Good listening skills and able to display patience and empathy when dealing with customers.
• Flexible and comfortable working in a fast-paced start-up environment.
• Excellent time management and organizational skills.
• Strong communication and presentation skills; communicates effectively, presenting ideas and facts clearly and effectively in an oral or written manner.
• Excellent Computer skills in MS Excel, PowerPoint, Word for MAC.

Competencies

• Must genuinely enjoy interacting with a diverse group of people on a daily basis.
• Must demonstrate advanced knowledge of SAE’s Communication Center process and procedure.
• Must be able to interact with Communication Center Representatives in a way that supports their success.
• Must be able to identify areas of concern, potential improvement, safety hazards and compliance so as to keep management informed.
• Able to build rapport, listen actively, establish trust and confidence with prospects, and possess a sincere interest in helping others achieve life goals.
• Able to match products and services to prospect needs, and communicate the value proposition of the specific opportunity.
• Able to commit and assume responsibility for achieving goals.
• Ability to read, write and comprehend English fluently. (Spanish a plus but not required).
• Comfortable working in very fast-paced work environment under pressure.
• Enjoys challenge and is comfortable with change.
• Ability to work well in a team environment, as well as independently.
• Passionate about education and creative arts is a plus.

Call Center Team Lead Additional Information

Sitting for long periods. Dexterity and coordination to handle files and single pieces of paper, occasional lifting of items weighing up to twenty-five (25) pounds such as files, stacks of paper, reference and other materials. Moving from place to place within the organization, minimal reaching for items above and below desk level. Strength, dexterity, coordination and vision to use keyboard and video display terminal for prolonged periods.

Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.