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Call Center Lead - Corrections in Cockeysville, MD at The Amynta Group

Date Posted: 6/13/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    10909 McCormick Road
    Cockeysville, MD
  • Job Type:
    Other
  • Experience:
    Not Specified
  • Date Posted:
    6/13/2018

Job Description

PDP Group, a division of Amynta Group, is searching for a Call Center Lead in their Corrections department.  Shift is M-F 9:30am to 6pm.



Summary:  Responsible for coordinating daily work flow with the supervisor for a team of 10-30 hourly employees.  Assists supervisor with developing, training, coaching and assisting customer service representatives.  Works with reports to keep management updated with progress of the CSR's.



Essential Duties and Responsibilities include the following. Other duties may be assigned.


Ÿ  Work with supervisor to organize and delegate work to staff on a daily basis.  Provide technical direction as necessary.


Ÿ  Monitor production for quality and quantity.


Ÿ  Assist with the development of those in training


Ÿ  Supervise the staff in the absence of a supervisor and act as the primary point of contact


Ÿ  Recommend improvements for workflow and procedures


Ÿ  Handle reporting needs as necessary


Ÿ  Be fluent in the jobs and understand requirements of systems


Ÿ  Maintain professional attitude and communication towards staff, customers and clients.


Job Requirements

Education/Experience:


High school diploma or general education degree (GED).  Previous supervisory or lead experience preferred.  A minimum of two years in a call center environment or customer service experience.


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