Customer Care Team Leader

The Team Leader manages activities within the 24-7ContactCenter Resources organization to obtain optimal results for our clients, efficiency and economy of operations, and maximize established program objectives by performing the following duties personally or through service representatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Supervises and coordinates activities of Representatives to maximize  performance metrics and quality
• Conducts and/or participates in team meetings to communicate client's objective and provide 24-7ContactCenter updates
• Assists in business development with Client and Contact Center Operations Director
• Monitors team members’ customer contacts to observe employee's demeanor, technical accuracy, and conformity to company quality standards, policies, and procedures and provides coaching, guidance, and development to improve or advance performance
• Recommends corrective action to address consumer issues
• Manages/oversees staffing levels, assigns duties, and examines work to meet client expectations
• Maintains employee files, generate representatives’ performance reviews and discuss with the Program Director before conducting the performance review
• Reviews issue correspondence, notes any suggestions, and assigns issue to appropriate area for action and take follow up action as necessary
• Confers with managerial personnel to recommend changes in order to avoid recurring consumer issues
• Handles escalations
• Develops and maintains product, customer service/sales, and systems training modules for both classroom and online delivery for new and existing reps
• Develops new training modules as business needs and client requests change
• Develops and implements evaluation instruments for training modules and provide training evaluation results, recommendations, and action plans for Team Leaders and designated client staff
• Ensures system product guidelines are accurate, comprehendible, and well organized for readability
• Develops and maintains ongoing advanced customer service, sales modules and sessions to include, but not be limited to active listening, stress management, dealing with the difficult customer and consultative selling.
• Tasks as assigned by the Contact Center Operations Director

LEADERSHIP RESPONSIBILITIES

Supervises and carries out leadership responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, retaining, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing and resolving issues.

The position also requires active leadership in the way of supporting strategic initiatives as well as personal development and application of Six Sigma methodologies.  All leadership positions are expected to attain Six Sigma Green Belt certification.

To perform this job successfully experience working in a call center, customer service, or sales capacity is required.  Two or more years call center, customer service or sales related experience required.  Prior leadership experience is preferred, but not required.

EDUCATION and/or EXPERIENCE

A Bachelor's or Associate's degree is preferred; significant related experience and/or training or equivalent combination of education and experience considered in lieu of degree.

All your information will be kept confidential according to EEO guidelines.