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