The Service Operations Team Leader I will be responsible for the supervision of team members in the Contact Center Operation. Supervision may occur onsite or remotely, therefore it is important for the Team Leader I to have the ability to perform the essential duties and responsibilities both onsite and remotely.
Provide real time coaching, motivation, mentoring, development, recognition, and appraisal for assigned team member group. This activity includes, but is not limited to: Planning, prioritizing, and assigning work, team member face to face and virtual meetings to communicate performance objectives to staff and assist them in resolving problems through daily meetings, observing team member behavior by walking around, and listening to calls.
Provide first level leader support in chain of command with team members. Administer and adhere to corporate and departmental policies, practices and procedures, including union contract administration.
Monitor adherence to daily schedules and inventory levels.
Monitor processes and ensure that operational standards, quality, and customer specific performance guarantees are met.
Identify opportunities and implement solutions for workflow, system, quality, and process improvements.
Develop and maintain strong and positive working relationships with Service Line Areas and respective Union Leadership.
Interface with internal and external stakeholders, provide solutions to meet operation standards, solve simple business problems, and maintain effective business partnerships to ensure delivery of optimal customer experience.
Participate in hiring and selection of team members.
Maintain professional and technical knowledge by attending workshops and training.
High School Graduate or GED equivalent required. Bachelor's Degree in related field preferred.
Minimum of 60 related college credits is required.
Three (3) years customer service experience; contact center experience preferred.
Two (2) years of demonstrated leadership ability is required.
Certification in management, presentation skills, leadership, process improvement, and/or computer proficiency.
Proficient with PC applications and systems (e.g. Email, Chat, IM, Word, Excel, Power Point, Teams, etc.).
Strong decision making, organizational, time management, change management, conflict resolution skills and analytical skills required.
Ability to develop strong relationships and inspire trust with team members while holding them accountable.
Excellent motivational, verbal, written and interpersonal communication skills required.
Knowledge of customer service desktop operating systems (e.g. NCompass, Facets, MOS, IKA, etc.) preferred.
Effective presentation skills; ability to speak effectively before diverse groups of stakeholders (internal and external).
Mathematical abilities to perform simple calculations including application of percentages.
All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability.
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