- 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 do:
- 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.
- Improving customer experience by working cross functionally to optimize planning, staffing, performance management, quality, training.
- 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.
What you'll bring:
- 7-10 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.
- 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.
Benefits: Benefits Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include a host of best-in-class benefits maternity and parental leave, PTO, health benefits, and much more.
Minimum Qualifications
1 years experience in retail, contact center operations, or a related area.
Preferred Qualifications
1 years supervisory experience
