Team Lead, Contact Center

Purpose Of The Job

The Team Leader supports associates ensuring we deliver a first-class customer experience. The Team Leader is a subject matter expert in their area of responsibility. Responsibilities include but are not limited to planning, assigning, and directing work; addressing complaints, resolving problems, handling call escalations, and working with their supervisor on rewarding and coaching associates.

Responsibilities/Duties

• Assists the supervisor with overall daily operation of the contact center.
• Provides daily direction and communication to associates so that customer issues are answered in a timely, efficient, and knowledgeable manner.
• Ensures associates have appropriate training and other resources to perform their duties.
• Monitors calls to observe associate demeanor, technical accuracy, and conformity to company policies.
• Communicate any process or performance concerns to the Supervisor & assist with problem solving.
• Train and develop associates.
• Effectively communicates and collaborates interdepartmentally.
• Acts as a role model for professional behavior and performance at all times.
• Ensures confidentiality of internal and external data.
• Fosters a positive team environment.
• Performs associate duties when needed.
• Additional duties as assigned.

Qualifications

Minimum Requirements & Special Attributes

• High School Diploma or GED required. Leadership certificate or degree preferred.
• Analytical Skills: Explores information, data, reports, and/or items in order to extract meaningful insights, which can be used to better understand and improve business performance.
• Collaboration: Able to develop cooperation and teamwork while participating in and leading groups, working toward solutions which generally benefit all involved parties. Proven cross-functional team participation capabilities. Able to work effectively with internal and external partners to accomplish goals.
• Customer Focus: Able to understand and focus on the customer experience when designing services and processes. Able to establish and maintain effective relationships with customers and gain their trust and respect.
• Interpersonal Communication: Able to communicate with diverse people in a clear, concise, and courteous manner through multiple methods, including verbal and written. Caters messages to specific audiences. Demonstrates respect to others, surroundings, and self.
• Initiative: Able to identify opportunities and issues and proactively follow through to capitalize and resolve them. Takes positive action without necessarily being requested to do so, and thinks critically to identify solutions. Driven by continuous process improvement and creativity. Tireless worker with a positive, can-do attitude.
• Organizational Skills: Able to utilize time, energy, and resources to manage priorities, stay on track, and achieve goals. Establishes a systematic course of action to achieve an objective. Manages multiple projects and pays strong attention to detail. Completes tasks thoroughly in a timely manner.
• Performance Management: Able to develop skills and capabilities of associates to ensure goals are met. Provides constructive & positive feedback.
• Technology Skills: Able to navigate technology systems, equipment, and computer programs needed to fulfill communication, customer service, and business needs & expectations.

Physical Functions:

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

Equipment Used

Standard office and computer equipment including MS Office software.

Work Environment

Office cubicle environment with minimal exposure to the environment or health hazards.

Language Skills

Must be able to speak, read, write, and comprehend English.