Team Lead

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Job Summary:  The Team Leader’s (Supervisor) primary responsibility is to coach and develop, hire, supervise, motivate, train, and monitor the daily activities and projects of their assigned program.

Essential duties and responsibilities

 

  • Manages daily Contact Center performance ensuring high levels of customer service / sales
  • Monitors and regularly completes quality assurance assessments, to develop necessary agent skills and campaign compliances. Continually assesses training needs through coaching and developing
  • Reviews, monitors and records measures in performance and reports to team and management as directed.
  • As a result of quality assurance and agent performance, determines Performance Improvement Plans, develops performance improvement goals to meet objectives and arranges sessions with agents.
  • Evaluates operational needs and work level requirements for agents. Continually assesses levels of performance and monitors customer feedback with management.
  • Ensures Contact Center Agents are courteous, professional and attuned to customer needs
  • Effectively delegates work tasks as needed to ensure performance measures are met
  • Establishes statistical performance goals, monitors standards, and enforces policies and procedures to ensure all personnel meet or exceed expected service and performance levels
  • Writes performance reviews for employees and provides feedback as needed
  • Schedules work assignments, monitors daily activities, and assists with account maintenance
  • Establishes and maintains positive relationships with inter-departmental peers, proactively promoting cross-departmental support and communication
  • Maintains a fun, exciting, nurturing atmosphere to ensure high team morale and Unbridled culture, creates team building activities, demonstrates leadership and effectively communicates with agents and management.
  • Hires, trains, develops, and appraises staff effectively. Takes corrective action as necessary on a timely basis and in accordance with company policy. Consults with HR as appropriate.
  • Handle escalated calls as required.
  • Knowledge of disaster and crisis management plans and ability to execute as requested.
  • Knowledge and in depth understanding and adherence to campaign and company processes, services, guidelines
  • Deliver additional training, support, and disseminate updates to agents and team as needed.
  • Weekly performance summary reports as requested
  • Aligned with management and contractual team objectives and requirements.
  • Regularly meet with Account / Client Services manager to discuss campaign and team performance.

 

Education, Experience and Skills:

 

  • Minimum 1 year related contact center supervisor experience or bachelor’s degree
    • BS/BA degree with business/marketing related emphasis preferred
  • Excellent communication and interpersonal skills (oral, written)
  • Travel/Hospitality Industry Experience is a plus
  • Demonstrated ability to develop and implement process enhancements 
  • Ability to plan, prioritize, organize and communicate/sell effectively
  • Experienced in goal-setting (defining and prioritizing specific, driving objectives)
  • Strong analytical skills, including experience in evaluating current operations and financial, budgetary, business and operational data and outcomes; experience working with workforce management systems preferred
  • Motivational team building skills for performance improvements
  • Demonstrate strong leadership
Location: Centennial, CO
Apply for this Position Job code: 069LTK
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