City
Belleville
Shift
Job Code
40065
Job ID
33438
Category
 
Employment Status
Schedule
Travel Involved

Team Lead

 

JOB DESCRIPTION

 General Purpose:
 
Drives and directs the performance and behaviors of his or her team.  The Team Leader develops Customer Care Agents, creates and maintains an environment of open communication, and leads by example. Forges solid relationships and empowers team members, laying the foundation for a high performing team.
 
Major Duties and Responsibilities:
 

  • Coach and develop team members in all aspects of performance including, but not limited to metrics and behaviors related to the customer experience.
  • Draft and conduct performance evaluations, may assist in the employment decision, sets performance goals and objectives. 
  • Manage employee issues regarding attendance, performance, conduct, and delivers appropriate corrective action as needed.
  • Communicate policy updates and company information through team meetings, huddles and one-on-one development sessions.
  • Documents all coaching/development sessions, utilizing designated tools, in a timely manner.
  • Interacts with cross-functional support groups in order to manage the day-to-day operations.
  •  Additional daily administrative duties (e.g., time card administration, payroll, etc.) as required.
  • The list of responsibilities may not be all-inclusive and can be expanded to include other duties or responsibilities, as needed.

JOB REQUIREMENTS

 Knowledge, Skills and Abilities:
 

  • Demonstrated coaching and counseling skills used to effectively develop all employees; influence and change individual behavior and assist employees achieve a high level of success and productiveness.
  • Excellent management skills for the purpose of resolving escalated employee and customer complaint issues.
  • Proven leadership skills to effectively develop, lead, inspire and motivate a high performing team.
  • Effective problem solving/process improvement skills used to identify and resolve day-to-day operation and employee relations problems.
  • Ability to think analytically to identify qualitative or quantitative trends and take appropriate actions.
  • Detail orientation, organizational, prioritization and time management skills; experience building daily/weekly structure in schedules preferred.
  • Takes a proactive role in bring about change, applying new ways to develop the business through improved management of people and processes.
  • Ability to work a flexible schedule to meet the needs of the business and performance requirements.
  • Works cooperatively and collaboratively with all levels of employees, management, and external agencies to maximize performance, creativity, problem solving, and results.
  • Proficient in the use of all Microsoft Office applications.
     

Supervisory Responsibility:
 

 

  • Yes, Call Center Agents.

 
Education/Experience and/or Training:
 

 

 

  • High school diploma or equivalent experience required, bachelor’s degree preferred.
  • 2-5 years Customer Service/Call Center experience.
  • Minimum 1 year management or supervisory experience; call center and sales experience preferred.