Experienced Team Leader
hace 1 mes
We are seeking a highly motivated and experienced Team Leader to join our team at ContactPoint 360 Inc. As a Team Leader, you will be responsible for managing and motivating a team of customer service representatives to achieve exceptional results.
Key Responsibilities:
- Manage and motivate a team of customer service representatives to achieve exceptional results
- Provide direction and guidance to ensure consistent achievement of key performance metrics
- Ensure accurate and timely communication of client and campaign issues to the Operations Manager
- Consistently achieve goals for Quality, AHT, CSAT, VOC, NPS, and call monitoring per week for assigned team
- Coach, mentor, and develop agent team for skills expansion and promotional opportunities
- Monitor, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques
- Maintain current employee records on direct reports
- Provide Subject Matter Expertise
- Ensure training needs of subordinates are met
- Modify operations as needed to meet service level agreements under the supervision of the Operations Manager
- Resolve escalated customer issues and hold team meetings on a regular basis with direct reports
Qualifications:
- Up-to-date management skills and understanding of employee motivation
- Understanding of key performance indicators including the working knowledge to drive appropriate behavior
- Good oral and verbal communication skills and team player
- Good leadership, coaching, and interpersonal skills
- Good analytical, problem-solving, and work under pressure skills
- Excellent ability to coach and performance manage agents
- Ability to show eagerness to take in calls and role model behaviors that their agents can follow
- Ability to respond positively to changing environment
- Ability to motivate and encourage agents
- Ability to maintain and practice high standards of customer service
- Ability to work independently and in a team
- Good listening and communication skills
- 1+ years of collections experience in a similar performance-managed environment
- Computer literacy (MS Excel and MS Word)
- At least 1 year of experience in a related field
- At least 1 year of experience as a supervisor
- Full Availability to work 48 hours schedule 6 days a week
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