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Contact Center Team Lead - Warrenville, United States - Pella
Description
The Team Leader of the Contact Centeris responsible for
coaching,
training
and coordinating daily tasks of team members to ensure effectiveness, efficiency and quality of work performed and to meet established quality and productive department and company standards.
The position requires the Team Leader to be motivated, flexible, and customer service-minded while leading a group of 8-20 team members.
Must be able to partner with other leaders in the team and organization to ensure success of the overall team and company goals.
Responsibilities/Accountabilities includes the following but not limited to:
Coach, mentor,
guide
and direct team to ensure productivity, quality standards professional growth and development. Including reviewing mid-year and year end performance evaluations and monthly 1:1's.
Responsible for the development and implementation of programs, policies,
procedures
and experiences to support customer satisfaction both internally and externally.
Act as a resource and
participate
in onboarding of new team members when needed.
Ensure effective
day to day
team operations by supporting the front-line agents with their day-to-day needs
for satisfying
customer requests.
This includes real-time decision making to ensure adequate staffing levels to provide superior customer service, mediating difficult customer situations and resolving day-to-day issues within the department.
Monitor team member quality. Use of quality software, live monitoring sessions and side by side monitoring sessions. Reports and acts on variances.Review and analyze records and reports
regarding
production, inventory, operation, customer accounts and administration. Act as needed to correct deficiencies.
Work with Workforce Management to plan, prepare, revise work schedules and duty assignments by
determining
manpower
requirements and hourly scheduling to ensure attainment of service levels, quality standards and turnaround times.
Track trends, initiate
technology
and process improvements to leadership to
eliminate
issues/impediments to delivering service excellence while
maintaining
company/team goals per established metrics. Work with the team to implement new processes,
procedures
or system enhancements.
Assist
with interviewing, hiring, training and corrective action. Select, develop, and evaluate staff to ensure the efficient operation of
department
.
Collaborate, coordinate, and communicate across disciplines and departments.
Ensures that all communication is acted upon in a timely manner.
Coaches team to
maintain
detailed and
accurate
records of all communications and transactions with customers so that there is
an accurate
audit trail for future use.
Facilitates presentations at department level to improve specific knowledge and skills of attendees both internally and externally. Facilitates staff meetings with team members. Participates in Quality Calibration sessions. Will also be
required
to serve as a resource for project work.
Other duties, responsibilities, and qualifications may be
required
and/or
assigned
as necessary.
Supervisory Responsibilities
Provide direct supervision for 8- 20 Customer Service Team members. Carries out leadership responsibilities
in accordance with
all the organization's policies and applicable laws. Responsibilities
include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and coaching employees; addressing complaints and resolving problems.
Education and/or Experience
Associate's
degree (A. A.) or equivalent from two-year college or technical school; or six months to
one year
related experience and/or training; or equivalent combination of education and experience.
Language and Communication Skills
Excellent verbal and written English language skills are
required
as well as excellent customer service skills. Ability to read, interpret,
understand
and explain documents such as processes, policies, emails, etc.
Ability to
write
routine reports and correspondence. Ability to effectively explain information to others, gather information from others, and respond appropriately to questions from customers, team members,
peers
and managers. Must display excellent phone and email etiquette.
Ability to speak effectively before groups of customers or employees of
organization
.
Ma
thematical and Reasoning Skills
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to understand, define problems, collect data,
establish
facts, and draw valid conclusions. Ability to deal with problems involving several concrete and abstract variables in a variety of situations.
Computer
Skills
Proficiency
with Microsoft Word, Excel,
Outlook
and PowerPoint software applications. Ability to navigate on
web based
applications. Will be expected to develop
proficiency
in Pella proprietary software.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee
is regularly required to
sit and talk or
hear
. The employee
is occasionally required to
stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually moderate.
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