Customer Service Team Lead

Job Description

Job Description

Roles and Responsibilities:The team lead position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include but not limited to motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. Additionally, the position is responsible for assisting the manager with development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.Job Duties:Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. Maintain and manage daily operations reports. Provides statistical and performance feedback and coaching on a regular basis to each team member. Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution. Ensures employees have appropriate training and other resources to perform their jobs. Responds to and resolves employee relations issues expressed by team members. Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. Addresses disciplinary and/or performance problems according to company policy. Assists the supervisor/manager with daily operations of the call center to include the development, analyses and implementation of staffing, training, production, scheduling and reward/recognition programs. Works as a member/leader of special or ongoing projects that are important to area/process improvement. Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives. Uses appropriate judgement in upward communication regarding department or employee concerns. Skills/Requirements: • Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers. • Knowledge of contact center technology. • Excellent leadership and organizational skills. • Excellent performance management skills. • Strong problem solving and analysis capability. • Excellent command of the English language, good use of grammar skills. • High school diploma or equivalent• Must be able to pass English grammar and sentence structure competency • Contact/Call Center Attendance and Punctuality:Regular attendance and punctuality are vital attributes for all employees and critical for our staff as we are the role models for our organization and future leaders. Compensation:North End Teleservices will offer a comprehensive benefits package. Compensation is commensurate with skills and experience. Other Duties:Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Attendance and Punctuality:Regular attendance and punctuality are vital attributes for all employees and critical for our staff as we are the role models for our organization and future leaders. It is important for employees to attend work regularly and to arrive at work on time, because failure to do so detrimentally affects employee morale and productivity throughout North End Teleservices, LLC.