TEAM LEADER, CONTACT CENTER

Job Description

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 youll 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.