2017 SCALEJob Descriptions

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Job Description Call Center Lead

Short Description:

Supervise the performance of call center team members. Monitor, organize and coach team on a day-to-day basis. Handle escalated calls, complaints, and queries. Document general reports on each team member’s performance and targets.

Duties/Responsibilities:

  • Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service or to make a donation.
  • Contact businesses or private individuals by telephone in order to solicit sales for goods or services, or to request donations for charitable causes.
  • Explain products or services and prices, and answer questions from customers.
  • Obtain customer information such as name, address, and payment method, and enter orders into computers.
  • Record names, addresses, purchases, and reactions of prospects contacted.
  • Adjust sales scripts to better target the needs and interests of specific individuals.
  • Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazine reply cards, and lists purchased from other organizations.
  • Answer telephone calls from potential customers who have been solicited through advertisements.
  • Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.
  • Maintain records of contacts, accounts, and orders.

Skills/Requirements/Qualifications

  • Speaking — Talking to others to convey information effectively.
  • Persuasion — Persuading others to change their minds or behavior.
  • Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Service Orientation — Actively looking for ways to help people.
  • Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
  • Reading Comprehension — Understanding written sentences and paragraphs in work related documents.

Job Zones

  • Title: Job Zone Two: Some Preparation Needed
  • Education: These occupations usually require a high school diploma.
  • Related Experience: Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.
  • Job Training: Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.
  • Job Zone Examples: These occupations often involve using your knowledge and skills to help others. Examples include sheet metal workers, forest fire fighters, customer service representatives, physical therapist aides, salespersons (retail), and tellers.
  • Specific Vocational Preparation in years: (4.0 to < 6.0)

Job Category

Customer Service

Salary National Average

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$30720$36220$41550

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