Customer Service, Team Lead - One : Job Details

Oversee a team of Customer Service Agents providing guidance and training utilizing effective coaching skills and maintaining a day to day oversight of the Contact Center. Monitors individual performance for team members and provides timely feedback to ensure their ability to exe4cute all responsibilities and encourage growth. Act as a Subject Matter Expert on Company and Contact Center Policy and Procedures. Effectively handles Escalated Contacts with little oversight. Identify and escalate potential people and business concerns timely for resolution. Foster a Positive and Collaborative environment while also maintaining an engaged and focused attitude, while maintaining an engaged and focused attitude in the face of ever changing goals focus and situations within the Center and Company. Lead and Manage team performance in an effective and timely manner to include potential development opportunities and or Corrective Action. Develop strong Subject matter expertise to ensure team's understanding of scope of work. Assist in consistently improving teams product knowledge, performance and skillset. Coordinates communication between management QA and Team Members. Coordinates monitors daily work adherence to schedules and assignments. Organize daily work to deliver SLA's and other important KPI's/metrics and maintaining performance records for all agents. Serve as main point of contact for teams for daily, weekly, monthly, and yearly feedback. Provide input into performance goals process an hiring decisions. Weekly meetings with management to discuss team metrics development and update on Employees. Effectively conduct meeting with team members to provide updates on metrics, changes within the Center and P&P's and general engagement. Provide on demand support/assistance/coaching to all team members. Demonstrate honest integrity and humility. Additional duties as assigned. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.