TEAM LEADER, CONTACT CENTER

You make sound judgments and promote a customer/member-focused environment. You optimize execution and results. You inspire commitment through communication and influence. You demonstrate adaptability while thinking and acting strategically. You proactively lead volunteer activities, programs, and initiatives in order to improve the community. You build and sustain internal and external relationships. Flexible to work in shifts.

What you ll do

As a Team leader, you will be responsible for encouraging and promoting excellent customer service. You must be able to assist and support your agents (as needed) with technology, professional communication, and career development while building rapport within your team and upholding service level metrics. To exceed our customers needs, you must be punctual, reliable, problem solve, embrace change, act with integrity, and dedicated to making a difference.

What you ll bring

• 10+ years of relevant customer service experience
• At least 3 years of working experience as a team leader in a BPO or Call Center company.
• Leading a team with responsibility for all daily activities impacting the customer experience
• Utilizing live, legacy reports, tooling and systems to understand what is happening at any point in time.
• Coaching team members at all levels; development of poor performers whilst also inspiring top performers.
• Providing guidance by show me rather than tell me to reduce future escalations and get team members self-sufficient.
• Improving customer experience by working cross functionally to optimize planning, staffing, performance management, quality, training.
• Identifying customer improvement opportunities and turning these into impactful actions
• Leading the team for success in all metrics by monitoring the customer experience using relevant dashboard, reporting and contact center tools
• Manage team s daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures.

The Requirements:

• Conduct team meetings and 1:1 s with associates
• Monitor team metrics and assist Team Leadership with coaching as necessary to optimize team metrics
• Understanding of metrics and ability to speak to spikes in volume and other outlier issues
• Encourage support and engagement throughout the team
• Partnership with peers to build/maintain business goals
• Proficiency in Microsoft Office Suite
• Preferred - minimum 2- year supervisory experience.
• Should be flexible work in a 24/7 work environment with rotating weekly time off.
• Should be able to work in permanent night shifts or any assigned shifts on a rotational basis.
• Any graduation