Call Center Team Lead/Supervisor

Posting ID : A1068534943
Date Posted : 2015-08-19
Category : Customer Service

POSITION OVERVIEW: The Team Lead provides supervision, support and development to Customer Support Team. The Team Lead should be a self-starter who is excited by challenges, demonstrates strong leadership capabilities and accountability, should be professional, organized and detail-oriented, but also have the ability to see the overall big picture. The Team Manager supports and understands our vision, acts as a liaison not only with the staff, but with the company's clients and senior level management. This position will start out working the 2-11PM shift.

RESPONSIBILITIES & DUTIES

MANAGE AND LEAD DAILY ACTIVITIES OF TEAM MEMBERS

?Coaches teams to high levels of quality, performance and excellence through conducting a minimum of 5 side by side coaching's and 10 silent monitoring's per day; champions continuous improvement
?Supports activities that foster improved products and services for the client
?Ensures team members have information and tools necessary to attain established quality and productivity metrics
?Handles sensitive employee situations with proper confidentiality and professionalism
?Provides performance reporting for team as required;
?Ensures team members are held accountable to their schedule adherence and logged in, available for calls when at their desk

PERSONALLY LIVES THE COMPANY'S VISION, VALUES AND LEADERSHIP ATTRIBUTES
?Encourages creativity and innovation to further improve the business
?Inspires others through their commitment to win
?Demonstrates managerial courage and takes action
?Maintains the highest ethical standards in all business practices
?Actively supports company decisions
?Is approachable and communicates with employees at all levels, encourages two-way communication
?Seeks out and provides open and honest feedback
?Demonstrates strong ownership, accountability and transparency for results
?Supports cross-business talent mobility, is passionate about developing talent to their fullest
CRITICAL COMPETENCIES

?ABILITY TO DEVELOP PEOPLE -- coaches people to improve performance and build collaboration with teammates and peers.
?PROACTIVITY-- acts without being told what to do. Brings new ideas to the group.
?ORGANIZATION/PLANNING -- plans, organizes, schedules, and budgets in efficient, productive manner. Focuses on key priorities.
?FLEXIBILITY/ADAPTABILITY -- adjusts quickly to changing priorities and conditions. Calmly copes with complexity and change.
?INITIATIVE --Identifying what needs to be done and doing it before asked or before the situation requires it.

REQUIREMENTS

?A bachelor's degree or equivalent work experience is required.
?Customer Service background and strong leadership skills.
?Ability to effectively multi-task in an efficient, accountable and controlled manner.
?3+ year previous experience in mid-sized contact- center management.
?Must have a proven track record in process improvements.
?Must be self-motivated, hands on, with ability to handle multiple projects at once.
?Microsoft Word, Excel, Power Point and Outlook proficiency.
?Will demonstrate the ability to use tact and good people skills in establishing and maintaining effective working relationships; consistently professional.
?Will practice sound judgment and maintain confidentiality at all times.
?Ability to work any shift / any day.


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