Team Leader

Its fun to work in a company where people truly BELIEVE in what they are doing!

Were committed to bringing passion and customer focus to the business.

Essential Duties & Responsibilities include the following: Other duties may be assigned by the Department Head and / or its representatives

• Tracks and documents employee time (punctuality, attendance, ACD minutes, and up-training)
• Reviews agent performance results daily to ensure all goals are met or exceeded
• Analyzes and trends agent KPI/Sales performance
• Identifies performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback
• Monitors and assesses employee calls to drive performance improvement plans
• Ensures agent calls are aligned with Quality Assurance objectives and targets, and CSAT expectations
• Be hands-on and demonstrates a desire to help Global Agents by building effective working relationships, driving individual responsibility, and accountability, and contributing to the site s successful performance
• Teaches and improves up-selling and technical skills (i.e. improved call handling, navigation and Product information research etc)
• Reviews and distributes procedure changes/updates in a timely manner. Ensures agents understand changes and are aligned with organizational/site goals
• Plans and conducts team meetings to share information, calibrate knowledge and performance, and motivate agents to learn and excel
• Attends assigned Leadership Calibrations
• Assists and tracks agent password resets
• Assists, tracks, and coordinates issues with supporting departments, such as IT (computers, headsets, software, etc), HR (payroll issues), and Workforce (overtime, attendance tracking, etc.)
• Administers HR and Department policies as instructed
• Conducts annual reviews/PACS/E-valuation
• Presents his/her team s performance in a business review format either weekly or monthly
• Supports and enforces
  • Code of Conduct
  • Compliance Requirements and Procedures
  • Dress Code
  • English Only Policy
  • Attitude/Behavior
  • Integrity
  • Call Handling
• Drives teamwork and team performance
• Creates, implements, and supports call center initiatives
• Orients newly assigned members and establishes team mentor/buddies
• Performs other assigned/related duties within the center as directed

Education & Experience

• Must have completed Rising Star and 7 Habits
• Must be a graduate of the TL Development Program
• Bachelor s/College degree from a college or university; or one to two years related experience and/or training; or equivalent combination of education and experience
• Must be a regular employee
• Must have at least 6 months tenure in current position
• No pending or existing DA case

Competencies

• Administration
• Customer Focus (Core)
• Decision Making
• Flexibility
• Performance Management
• Quality Orientation (Core)
• Results Achievement (Core)
• Leadership
• Teamwork (Core)
• Verbal and Written Communication
• Organizational Understanding

If you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us!