AMDA College and Conservatory of the Performing Arts is one of the foremost performing arts colleges in the country with campuses in Los Angeles and New York City. The school offers Bachelor of Fine Arts degree programs in Acting, Musical Theatre, Dance Theatre and Performing Arts as well as two year conservatory programs.The AMDA Call Center Team Leader will assist the Call Center leadership in a support role for the team of agents who contact aspiring performing artists from around the globe and give information about AMDA College of the Performing ArtsPrimary Responsibilities:* Assist with supervision of Call Center employees.* Nurture a positive work environment.* Inspire and motivate the team to reach goals.* Aid in team-building exercises* Maintain schedule related adjustments.* Generate & distribute weekly team schedule as needed* Generate & distribute daily schedule of breaks & lunch* Assign unassigned interactions, emails, Call Center follow-up emails* Direct and oversee training sessions for individual agents and the team on how to conduct phone calls, proper phone etiquette, and how to use the information systems as needed* Interview Call Center candidates in the absence of Supervisor/Team leader* Assist in maintaining quality standards for Call Center team as well as processes for identifying progress toward attaining those benchmarks and standards.* Ensure processes and procedures are followed that focus on continuous improvement of Call Center operations.* Manage multiple projects effectively at one time including ability to prioritize work with tight deadlines.* Work collaboratively with various departments for implementing any changes in processes that affect systems and Call Center department.* Aid in managing campaigns within the dialer.* Generate & provide assigned Call Center reports.* Utilizing the tools within Talisma CRM to effectively monitor proper data-entry, especially for new hires and following any process changes* Support the Quality Assurance process which includes ensuring call quality through listening to random samplings of calls.* Update training materials for new staff and documentation for new processes as they evolve.* Conduct quality assurance evaluations making recommendations to support improvement as needed* Maintain weekly Team Meeting notes to keep staff informed of current events* Lead staff by example in providing world-class customer service to all callers* Uphold our first-call resolution policy.* Take over all escalated calls from Call Center Agents, as needed.* Resolve customer service issues and DNC complaints.* Remain current on AMDA policies and related programs* Perform other duties as necessary and as assigned.* Ad Hoc Analytics* Work with various levels of management to not only determine effective communication but overall operational improvement at AMDA through collaborative effortsQualifications:* Bachelor’s Degree required.* Bachelor’s degree in related field is highly preferred (Business Administration).* 2+ years of Customer Service experience, including leadership experience and/or personnel training.* Excellent interpersonal skills, verbal and written communication skills.* Highly motivated individual and results driven leader.* Ability to remain calm in high pressure situations.* Demonstrated collaborative ability.* Proficient in MS-OfficeSchedule:* On call as necessary.AMDA is proud to be an EOE employer M/F/D/V.