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Team Lead

Req #: CNX00045538
Location: Farmington Hills, MI US
Job Category: Marketing Operations
The Team Lead role will be responsible for the overall program performance and first line supervision of the program.
• Management of day to day operations 
• Monitor, track and report operational metrics (Ensure that quality standards are met or exceeded) 
• Handle calls through 1-800 line and/or escalated calls 
• Escalate program or operational issues to appropriate Operations or Program Manager with recommended resolution 
• Provide daily leadership, guidance/assistance and support to department personnel 
• Monitors and manages absenteeism 
• Process payroll for self and subordinates 
• Maintain personnel files 
• Ensure company communications are distributed to CSR in a timely manner (i.e., announcements, changes to policy and procedure, etc) 
• Communicate department and organizational objectives and goals to direct report. 
• Prepare and conduct performance evaluations/one on ones 
• Assess individual training needs and ensure needs are met 
• Monitor and safeguards ISO 9001 standard compliance 
• Document departmental procedures and work instructions in compliance with quality standards
• Regularly review departmental processes and work flows with view of improving efficiency and to ensure compliance with policies and standards. 
• Identify process improvement and implementation in daily operations 
• Participate in company –wide initiatives (ISO, staff development, policies /procedures, TL Playbook etc) 
• This position requires a high level of confidentiality in all duties 
• Schedule could vary based on program need 
• Any additional duties assigned by management
Education/Knowledge: Bachelor's degree (BA or BS) preferred and a minimum of two years of related experience (staff management and program management). An equivalent combination of experience and education may be considered.
Experience:  Two years of customer service experience; One year of call center experience; and a minimum of six months supervisory experience preferred. 
 ***** Second version – same duties and responsibilities as above but different Education and Experience
Education/Knowledge: High School graduation or College enrollment. Bachelor's degree (BA or BS) preferred.  A minimum of 6 months of related experience (staff management/program management). An equivalent combination of experience and education may be considered.
 Experience / Skill:           
  • Communication - Written and Verbal
  • Organized
  • Self Starter/Proactive
  • Integration and collaboration skills
  • People/Interaction
  • Strong Analytical skills
  • Analysis –Data related troubleshooting.
  • Leadership
  • Program Management
  • Presentation skills
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