Customer Service Team Lead

As a Team Lead, you will be:

• The purpose of the job is to handle the team of Customer Service, provide coaching/feedback based on the performance/career growth. A Team Leader oversees a team size ~25 employees and motivates them to do their job efficiently to have optimum performance in the process. Provide objectives, develop reward systems to recognize and appreciate good performance which motivates employees. Assign all work schedules and commit the team to deliver, manage the quality of the work and drive the people management activities within the team. Ensure all Governance check points are adhered.

Your role requires the following responsibilities –

• Responsible for the day-to-day supervision of a group of Contact Center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly

• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations

• Communicate expectations to employees and provide timely updates

• Provide subject matter expertise in handling escalated customer calls as needed

• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities

• Stay current on internal work processes, policies and procedures. Attend required manager development training