Assistant Team Lead

Summary

Title: Assistant Team Lead
Department: Call Center Operations
Location: Boca Raton, FL & Lenexa, KS
Brief Description: The Assistant Team lead will use their strong communication skills to ensure their team provides professional and accurate admissions information to prospective college students looking to begin or advance their career training.
Description

Since our founding in 2005, EducationDynamics has focused on combining innovative marketing solutions and powerful data analytics to help colleges and universities find and attract career-focused adult students. Over the years, we’ve both grown organically and executed strategic acquisitions to improve our services and solutions. Our driving motivation has always been improving our service to the schools that trust us with their brands and help them better serve their students. Today, we are a highly respected and award-winning partner to over 900 colleges and universities.

We are looking for an Assistant Team Lead to help with aiding the Team Lead in directing and developing a team of agents. An Assistant Team lead will use their strong communication skills to ensure their team provides professional and accurate admissions information to prospective college students looking to begin or advance their career training. We are looking for someone with a positive attitude, professional demeanor, and a passion for the EducationDynamics programs.

At EDDY, we appreciate passionate employees with high expectations for themselves and the help they will give to everyday college students. We offer a supportive, flexible, and collaborative team environment designed to be both challenging and rewarding.

Job Responsibilities and Duties

Must be able to work shifts during; Mon-Thu, 8am-7pm and Fri 8am-6pm, Including weekend availability Sat and Sun between 9am-5:30pm. Flexibility to your schedule is necessary to meet team and/or site requirements.

  • Assist in mentoring and motivating the team of agents.
  • Assist in creating a positive and professional work environment.
  • Coaching agents on calls when needed.
  • Running and distributing Agent Reports and Statistics to the team.
  • Help to maintain the morale of the team and handle escalated issues as needed.
  • Assist with rolling out changes/additions to the Liquid Education program.
  • Y-Cording with agents to help identify issues and improve performance.
  • Performing disposition audits, Distributing QA Scores, and completing break overage reports.
  • Fill in for the Team Lead as needed.

Physical Factors:

Physical demands and work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

  • Time is spent in front of a computer screen using a keyboard, mouse, and hands-free headset.
  • Must be able to sit for long periods of time.
  • Must be able to work in a high pressure and fast paced environment.