Team Lead

The position is responsible for managing a group of 11 up to 15 Global Agents/Sr. Global Agents, reviewing and analyzing performance data, pinpointing root causes for performance variance, trending and creating improvement plans to correct and improve performance gaps.

Responsibilities

• Analyzes and trends agent KPI/Sales performance.
• Identifies performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback.
• Monitors and assesses employee calls to drive performance improvement plans.
• Ensures agent calls are aligned with Quality Assurance objectives and targets, and CSAT expectations.
• Be hands-on and demonstrates a desire to help Global Agents by building effective working relationships, driving individual responsibility, and accountability, and contributing to the site's successful performance.
• Teaches and improves up-selling and technical skills (i.e. improved call handling, navigation and Product information research etc).
• Reviews and distributes procedure changes/updates in a timely manner. Ensures agents understand changes and are aligned with organizational/site goals.
• Plans and conducts team meetings to share information, calibrate knowledge and performance, and motivate agents to learn and excel.
• Attends assigned Leadership Calibrations.
• Assists and tracks agent password resets.
• Assists, tracks, and coordinates issues with supporting departments, such as IT (computers, headsets, software, etc), HR (payroll issues), and Workforce (overtime, attendance tracking, etc.).
• Administers HR and Department policies as instructed.
• Conducts annual reviews/PACS/E-valuation.
• Presents his/her team's performance in a business review format either weekly or monthly.
• Supports and enforces Code of Conduct Compliance Requirements and Procedures.
• Drives teamwork and team performance.
• Creates, implements, and supports call center initiatives.
• Orients newly assigned members and establishes team mentor/buddies.
• Performs other assigned/related duties within the center as directed.

Qualifications

• Held a Team Leader/Supervisory position for at least 1 year in a BPO company

Required Skills

• Administration
• Customer Focus (Core)
• Decision Making
• Flexibility
• Performance Management
• Quality Orientation (Core)
• Results Achievement (Core)
• Leadership
• Teamwork (Core)
• Verbal and Written Communication
• Organizational Understanding