Required skills + qualities (technical):
- Bachelor's degree in any field
- 1-2 years call center experience as a team leader or at least six months (6) experience within TIP as a Team Leader, specializing in Customer Care and / or Marketing and Sales and/or Technical support operations.
- Working knowledge of call center operations and organization required.
- Prior knowledge of client-specifics (i.e. nature of account, metrics, client applications, etc…) preferred.
- Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, Baleen, Blue Pumpkin, etc...).
Additional Job Description
Accomplishes all of the roles and responsibilities of a Team Leader. Acts as the default Operations leader during the absence of the Operations Manager around the attainment of client KPI, goals and targets. Handle complex and specialized functions and/or teams. Prime program initiatives to drive performance. Regularly interfaces with clients and client representatives on activities and initiatives aimed at increasing performance and resolution of customer issues and and client concerns.
- Accomplishes all of the roles and responsibilities of a Team Leader, including but not limited to, leading and managing a team of CSR's in the optimal execution of call center operations activities ensuring that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis.
- Conducts Performance Management activities, supports CSR's/TSR's on their calls, handles escalations, prepares reports and works with other team members for team and program initiatives.
- Act as operations prime in the absence of Operations Managers related to management of day to day operations, including but not limited to , stakeholder management to facilitate issue resolution and making certain that client KPIs, goals, and targets are met.
- Act as a liaison for both internal and external groups for program initiatives.
- Help create, launch and drive critical account initiatives and programs.
- Be a mentor to other Team Leaders; Act as a catalyst for Peer-to-Peer Development.
- Support complex and/or multiple products/LOB's/queues and/or manage and/or support resolution/escalation/coach teams and other specialized functions.
- Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition.
- Requests for overtime or 6th day work in order to meet service metrics by efficiently handling the forecast and / or spikes in call volumes.
- Ensures that all Company and / or Client updates are cascaded to all individuals in the program by conducting regular meetings with TCs.
- Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality.
- Liaisons with Top Management and the Client regarding the program's performance.
- Analyzes the necessary information (i.e. Baleen, top and bottom performing teams / agents) and translates this to tangible and relevant data on program performance.
- Facilitate on-boarding of new team members including Operations Orientation.
