Team Lead

The purpose of the Team Lead is to oversee efficient and effective operations by providing direct oversight, coaching, and training to their team of phone ministers.

Essential Duties:

• Assist the Shift Lead with a positive, efficient work environment for the phone staff
• Participate in weekly or biweekly Shift Lead team meetings and monthly Team Lead meetings
• Provide direct oversight, support, coaching, and quality control to ministers on phone and written communications. Identify team members' needs and create resources for their learning and growth in partnership with the Training team.
• Administer corrections for basic duties compliance and prepare disciplinary documentation, as deemed necessary
• Manage organization, schedule adherence, and booth adherence of their minister team
• Provide technical support and user set-up for ministers
• Prepare and hold team meetings as instructed by the Dean Radtke Leadership Training Model, and communicate relevant information to all necessary staff members promptly
• Consistently review the ministry's vision and mission with the team and pursue opportunities to best utilize ministers' talents within the department, identify and close gaps, and provide innovative solutions and recommendations
• Monitor concerning callers and recommend placement on the RCS list or Blacklist to the Shift Lead Team and Training Team to balance the priorities of the ministry, their team of ministers, and the callers
• Manage the Floor Page to pass on/assign/approve Donation Center Forms, Callbacks, and Time Adjustment Forms from your team of ministers
• Operate as Acting Shift Lead when a Shift Lead is not on duty: duties will include taking/delegating Supervisor Calls, Error Reporting, and monitoring call volume
• Complete phone calls and written responses on an as-needed basis
• Other duties as assigned