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Customer Service
hace 3 meses
Workplace Options:
Drawing from an international network of credentialed providers and professionals, Workplace Options is the world's largest integrated employee support and work-life services provider.
Service centers in the U.S., Canada, U.K., Ireland, Portugal, France, Belgium, UAE, Singapore, Japan, China, India and Indonesia support more than 65 million employees across 100,000 organizations and more than 200 countries and territories.
We provide world-class employee support and work-life services, referrals and consultation on a variety of issues ranging from dependent care, legal and financial issues, stress management, EAP counseling, and wellness.
Description:
The
Team Lead will report to the Global Research Manager. The Team Lead is responsible for the day to day production and quality for of their respective team. Team Leads must be organized, disciplined, and able to multi-task. In every situation the team lead's primary responsibility is to act as a role model for the consultants. They should personify positive customer service and maintain efficient work habits. The team lead should be fair, easily approachable, but at the same time diligent in their efforts to maximize their team's productivity. At all times, the team lead will foster a team environment, maintaining a neat, organized environment and positive atmosphere. Team Leads are required to work several evening shifts monthly on an as-needed basis
Responsibilities:
- Review and assign cases/callbacks for their team
- Prioritize VIP Cases and assign appropriately
- Maintain and update all training documents, templates, and job aids for team
- Ensure that team meets daily and monthly production goals
- Facilitate team meetings weekly to provide updates and enrich team
- Schedule a minimum of two inhouse training sessions for team each year
- Respond to all questions related to complaints for your content team and team members
- Conduct interviewing, hiring, and training of all new staff members on team and assist other Team Leads in this responsibility
- Monthly OneonOne meetings with each staff member of the team
- Administer performance reviews to all team members, and issue performance improvement plans to team members when appropriate
- Responsible for daily production reports, including endofday updates
- Conduct monthly case, RMS and intake quality audits
Requirements:
Skills:
- Professional and polished demeanour
- Exceptional organizational, relationship building and interpersonal communication skills
- Able to manage time effectively in order to handle multiple tasks
- Strong ability to work with a team or group of people efficiently
- Able to handle fastpaced and everchanging environment
- Desire to want to see the department improve and be willing to initiate change
Required Education/Qualifications:
- Bachelor's degree
- Previous management experience
- Strong English and Spanish; verbal and written communication skills
