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Department Lead - Los Angeles - Hankey Group ID - 13997

Description

The Department Lead plays a key role in supporting the Management Team by overseeing department operations with minimal supervision. Key responsibilities include ensuring adequate coverage for call volume, reviewing reports for compliance, and providing training and coaching to call center staff.

Key Responsibilities:

  • Monitor live reports and address concerns promptly
  • Ensure proper handling of phone calls
  • Coach agents as needed or directed
  • Provide lead support when Supervisor is absent
  • Document interactions with agents and update coaching logs
  • Communicate professionally with internal and external customers
  • Complete other duties as assigned

Requirements:

  • Interpret and explain policies and procedures effectively
  • Exercise sound judgment in decision-making
  • Demonstrate excellent organization and prioritization skills
  • Use proper grammar and email etiquette
  • Handle hostile callers professionally
  • Develop and deliver effective training
  • Work under time constraints and meet daily deadlines
  • Show good interpersonal skills and teamwork awareness
  • Maintain confidentiality regarding personnel and management issues
  • Bilingual (Spanish) preferred
  • Able to work 8-hour shifts; flexible schedule required; willing to work overtime, weekends, and evening shifts

What We Offer:

EEO Statement:

We are an equal-opportunity employer and do not unlawfully discriminate in employment. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local laws. Equal access to employment, services, and programs is available to all persons. Those requiring reasonable accommodation should notify a representative of the organization.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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