Contact Center Team Lead
The Team Leader of the Contact Center is 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:
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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.
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Responsible for the development and implementation of programs, policies, procedures and experiences to support customer satisfaction both internally and externally.
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Act as a resource and participate in onboarding of new team members when needed.
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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.
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Monitor team member quality. Use of quality software, live monitoring sessions and side by side monitoring sessions. Reports and acts on variances.
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Review and analyze records and reports regarding production, inventory, operation, customer accounts and administration. Act as needed to correct deficiencies.
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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.
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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.
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Assist with interviewing, hiring, training and corrective action. Select, develop, and evaluate staff to ensure the efficient operation of department.
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Collaborate, coordinate, and communicate across disciplines and departments.
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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.
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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.
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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.
Qualifications
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.
Mathematical 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 employee must occasionally lift and/or move up to 25 pounds.
Work Environment
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.
