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Team Manager, Operations CRM

Req #: CNX00040386
Location: , US
Job Category: CRM
The Inbound Team Lead excels at promoting and developing Agent soft skills through coaching individuals and handling escalated situations.  The Inbound Team Lead manages a team of front line employees with a primary focus on providing effective coaching and team building, timely and accurate monitoring and reporting of performance measures.
Job Responsibilities: 
  • Owns the plans for their team’s success and contributions to the business unit priorities
  • Improves the customers’ experiences by understanding and focusing on what’s important, measuring how we are doing and driving the necessary actions to improve
  • Models the highest standards of customer service to employees
  • A high performing team that meets or exceeds critical metrics and drives business unit priorities.
  • Accurate, efficient resolutions to complex escalated customer issues.
  • Drives continuous performance improvement for business results. 
  • Helps team identify, and if needed, remove obstacles, then frames and escalates issues if they cannot be resolved quickly
  • Influence all aspects of performance management including staffing decisions (including hiring and terminations as appropriate), goal setting, development planning, performance evaluations, performance improvement, motivation and recognition.
  • Ongoing feedback and discussion with employees regarding:  what’s important, how are you doing, priorities to improve.  These discussions include:  regularly scheduled 1:1s, documentation of 1:1 sessions, performance plans, and informal meetings
  • Establish action plans for improvement
  • Evaluates team and department level data and trends to drive improvements. Provides suggestions that impact business processes and balances needs of all stakeholders
  • Clearly defined process, process mapping, and work flow documentation
  • Implemented process improvements and/or recommendations
  • Key metrics analytics and recommendations to address challenges. Improvements in key metrics.
     
    Job Requirements
  • AA/AS Degree (BA/BS preferred) and a minimum of 2 years relevant experience or the equivalent combination of education and experience. 
  • One year or more of previous supervisor experience in an inbound/outbound call center environment highly desirable.
  • Demonstrates excellent communication skills
  • Prioritizes work to meet multiple deliverables and deadlines
  • Communicates information regarding team performance, employee needs and VOE to more senior management.  Presents team data to manager and large groups and effectively responds to feedback.
  • Rewards and recognizes the right behaviors on the team
  • Demonstrates creativity in seeking new and better solutions
  • Participates in and may lead call monitoring calibration across with Intuit
  • Ensures that employees have the development opportunities needed to learn and grow
  • Continuously assesses and improves processes within their scope and recommends improvements
  • Excellent verbal and written communication skills including coaching and mentoring
  • Leadership experience in a similar position that demonstrates capability to lead teams
  • Knowledge of the client’s products and customer needs
Demonstrated experience analyzing performance data and applying findings to improve and/ or manage individual performance.
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