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Team Leader

Req #: CNX00038243
Location: Richmond, VA US
Job Category: CRM
PRINCIPLE DUTIES AND RESPONSIBILITIES
  • Monitors and manages absenteeism
  • Oversees and manage effective use of personnel resources to ensure service quality standards and budgetary scheduling standards are met
  • Gathers procedural and product information and documents
  • Assesses individual training needs and ensure needs are met
  • Prepares payroll documentation for subordinates
  • Prepares various reports (i.e.: fulfillment, correspondence, quality management, billing)
  • Maintains personnel files
  • Monitors and safeguards Quality standard compliance
  • Uses appropriate tools to manage and report non-conformance in document control processes
  • Ensures company communications are distributed to agents in a timely manner (ie, announcements, changes to policy and procedure, etc)
  • Ensure that quality standards are met or exceeded by:
  •  Side by side coaching.
  •  Case maintenance.
  •  Conduct call and case handling assessments.
  •  Develop sales techniques
MANAGEMENT RESPONSIBILITIES
  • Communicates department and organizational objectives and goals to subordinates
  • Communicates information to department on specific areas of responsibility and accountability
  • Provides assistance and support to department personnel including training and mentoring as required
  • Maximizes potential of subordinates through training and development and effective performance management methods
  • Monitors and ensures existence of supportive working environment(s) to promote high job satisfaction and morale
  • Manages departmental resources through effective recruiting, delegation and organization
  • Manages and controls department budget and costs
  • Prepares and conducts formal performance evaluations
  • Oversees, establishes and documents departmental procedures in compliance with quality standards
  • Conducts regular audits of departmental procedures and systems to ensure compliance with policies and standards.
  • Regularly reviews departmental processes and work flows with view of improving efficiency
ESSENTIAL QUALIFICATIONS
Education: High School Graduate or equivalent required; Associates degree with a concentration in business preferred.
 
KnowledgeUnderstanding of call center operations; strong understanding of call center operations; and excellent knowledge of computer/networking support preferred
 
Experience: Two years of customer service experience; One year of call center experience; and a minimum of six months supervisory experience preferred.
 
 
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