Call Center Team Lead-Global Agility Solutions

Job Description

Job Description

Position Summary

Global Agility Solutions is currently hiring Team Leads to join our stellar customer service team to enable customer satisfaction and a positive service experience. The Team Lead will oversee the specific team(s) to which they are assigned. He/She will be responsible for supervising, managing and motivating team members daily. A Team Lead will be the contact point for all team members, so your communication skills should be excellent. The Team Lead should also be able to act proactively to ensure smooth team operations and effective collaboration. Ultimately, you should lead by setting a good example and engage the team to achieve goals.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

§ Provide team leadership and coaching.

§ Answering agent questions and provide guidance and feedback.

§ Handling escalated interactions and assisting customers as needed.

§ Managing cash flow and ensuring that all financial transactions are documented accurately and overseeing bank deposits.

§ Ensure that opening & closing procedures are accurately performed each day and that reconciliation activity is reported daily to the CSC Manager.

§ Preparing a facility for daily operations and securing facility at the end of the day.

§ Ensuring agents understand and comply with all program objectives, performance standards (KPIs), and policies including SOPs and policies related to safeguarding of funds and assets.

§ Focus the team on the tasks at hand relating to internal and external customer requirements.

§ Coordinate team logistics.

§ Communicate team status, task accomplishment, and direction.

§ Be responsible for appearance of production floor environment.

§ Providing timely information to staff and clients

§ Demonstrate competent operation of Account Databases

§ Be responsible for team Quality Assurance

§ Assist in "Brand" development and management.

§ Focus the team on the tasks at hand relating to internal and external customer requirements.

§ Communicate team status, task accomplishment, and direction to management as needed.

§ Provide input to the organization's strategic planning from an operational viewpoint.

§ Attend meetings when necessary and relevant.

§ Maintain team records in a secure and professional manner.

§ Filing and distribution of appropriate records to the relevant people.

Minimum Qualifications (Knowledge, Skills, and Abilities)

Requirements:

§ Strong communication skills

§ Ability to remember and deliver information in a professional manner.

§ Computer literacy is required.

§ Ability to follow policies, procedures, and regulations.

§ Ability to meet or exceed business goals and objectives, while fostering a team atmosphere.

§ Ability to exercise independent judgment to identify and resolve problems.

§ Ability to work effectively in structured but flexible, adaptable and changing environment.

§ Ability to execute in a fast paced, high demand, environment while balancing multiple priorities.

§ Strong analytical skills with high attention to detail and accuracy.

§ Bilingual speaking proficiency in Spanish/English preferred

§ High School diploma or GED

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

§ Sit for long periods of time.

§ Use their hands to handle, control, or feel objects, tools, or controls.

§ Repeat the same movements.

§ Speak clearly so listeners can understand.

§ Understand the speech of another person.

§ Specific vision abilities required by the job include close vision, and the ability to adjust focus.

§ The noise level in the work environment is usually minimal.