Job Description:
- Leads and drives the team for continuous improvement towards set goals
- Manage metrics and monitors team performance
- Responds timely and accurately to the escalations of the direct reports
- Assist Level 1 support towards 1st time resolution including identifying need for call back
- Verifies problem and validates escalation prior to further escalation
- Escalates problem only when necessary and provide assistance towards resolution
- Maintains a line of communication with the escalation points
- Identify team issues and provide sound advice based on good judgment
- Provides direction and sound advice to the team members (mentor role)
- Develops logical problem solving skills and train the team members
- Re-echoes new client training to the team as needed
- Adheres to support workflow are requirements to achieve SLA
- Develops own resources and utilizes creative resolution
- Efficiently manage activities and utilization of the team
- Adheres to client's defined processes and procedures and company policies
- Identifies hot issues and deals with it appropriately
- Conducts weekly team meetings and performs quality monitoring of agents and feedback findings
- Monitors agents performance and updating their records on a regular basis
- Feedback agent performance on a regular basis
- Monitors technical skills of agents and recommends additional trainings when needed
- Accountable for team performance and adheres closely to daily schedules while other assigned tasks are executed on time. Maintains a flexible and calm approach to problem solving
- Prepares reporting requirements to immediate supervisor and clients
- Coordinates with various functional groups for team requirements
- Flags up personal training requirements to immediate supervisor
- Issuing disciplinary actions following Foundever due process as needed
- Responsible for giving a heads up to the Account Manager of pending issues within their scope, (e.g. agent employment issues, process breakdown, etc.)
- Plans, assigns and directs work to the team/employees in cooperation with the supervisor
- Take calls as needed, usually if there are more than 5 calls waiting on the queue
- Contributes to other projects if requested
What you bring:
Communication Skills
- Communicates relevant technical information to the technical agents on a timely basis
- Conveys information clearly and effectively both written and verbal
- Listens actively and effectively
- Provides feedback to staff, supervisors, managers and colleagues
Professional and Technical Excellence
- Understands the relevant aspects of the account's work flows
- Able to handle escalations about the support and properly follows the procedure
- Strives for continuous personal development and improvement
- Portrays a professional image to the client and to the team
Interpersonal skills and Teamwork
- Works well with others
- Motivates and reinforces teamwork
- Solicits the input and involvement of others
- Develops rapport and trust
Staff Training and Development
- Coaches and develops staff
- Monitors and evaluates staff technical knowledge
- Provides feedback and required training
- Encourages pro-activity and involvement from agents
- Maintain and update team scorecards (PEP and PMP) for their Performance Review with the Supervisor
Experience Target (in this job or a related function/field): Minimum of 12-18 months of call center experience, preferably as a Product Specialist/Subject Matter Expert or Supervisor role equivalent.
- Domain Expertise: At least one year of specialized experience in Payroll Processing and Garnishment workflows, demonstrating proficiency in the following areas:
- Expertise a financial campaign
