Job Description

The Team Leader is responsible for providing oversight of the day-to-day operations of assigned customer program(s) during a designated shift. This position will assist management with customer escalations and monitoring of critical processes. The Team Leader is responsible for coaching and developing their assigned team. This position is responsible for providing the necessary tools and support for the team to perform its tasks and ensure the continued fulfillment of our customer’s needs.

Responsibilities:

• Manage a team of Customer Service Representatives (CSRs) to achieve or exceed goals and key performance indicators by ongoing coaching and mentoring.
• Ensure that CSRs are informed and trained on product and system updates necessary to perform their tasks effectively.
• Complete daily and weekly coaching sessions with CSR’s.
• Perform floor support duties as a subject-matter expert on policy and procedural items and handle escalated calls when required.
•  Assist in queue management using the tools available to them.
• Assist with the preparation of business reports (which includes but not limited to CSR KPI performance, scorecards, case analysis).
• Implement and qualify assessments to measure the performance level of the team, providing constant monitoring metrics assigned to the team and quality standards required by the account.
• Attend internal and external calibration sessions and other client meetings.
• Perform administrative and other similar tasks, as assigned.
• Conduct team building activities and design performance-based incentive programs.

Knowledge, Skills and Experience:

• College degree or equivalent work experience.
• Previous call center supervisory experience preferred.
• Experience assisting and resolving escalated customer impacting scenarios.
• Strong business acumen and focus on operational excellence.
• Excellent verbal and written communication skills.
• Dynamic leadership skills.
• Demonstrate strong problem-solving skills and sound judgment and decision-making ability.
• Ability to apply analytical thinking to troubleshooting and problem resolution.
• Ability to present information and respond to questions to a variety of levels internal and external partners.
• Experienced in delivering coaching and feedback