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Job Description
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Requirements
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
We're committed to bringing passion and customer focus to the business.
- 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
- Teaches and improves up-selling and technical skills (i.e. improved call handling, navigation and Product information research etc.)
- Ensures agent calls are aligned with Quality Assurance objectives and targets, and CSAT expectations
- Tracks and documents employee time (punctuality, attendance, ACD minutes, and up-training)
- Be hands-on and demonstrates a desire to help Account Associates by building effective working relationships, driving individual responsibility, and accountability, and contributing to the site's successful performance
- Reviews and distributes procedure changes/updates in a timely manner. Ensures agents understand changes and are aligned with organizational/site goals
- P lans 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 and 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
Requirements
- At least 6 months Team Leader or supervisory experience in a BPO or call center setting
- Must be amenable to work onsite daily (SM Clark)
- Must be amenable to work in a graveyard shift schedule
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Original Title: Team Leader
Req Id: R25_00194_0
Posted At: Mon Mar 10 2025 00:00:00 GMT+0000 (Coordinated Universal Time)