Operations Team Lead

Reporting to the Contact Center Manager, the Team Leader is responsible for managing and developing a team of contact center Agents, and fostering a positive teamwork environment to ensure we consistently deliver department KPI's and exceed our customers' expectations. This position plays a crucial role in supporting the Agents to achieve first call resolution through the matching and alignment of customer's needs/wants with the product/service offerings of our company, and the accurate guidance/navigation of the assigned websites under our responsibility. The incumbent will ensure that Agents develop a proper understanding of the assigned portfolio, programs, products and policies to effectively deliver in all situations while addressing customer concerns with a customer-focused approach and adhere to commitments.

Role And Responsibilities:

• The individual in this role must be team-oriented, having a strong customer focus and results-driven with a creative approach to problem-solving and new initiatives. This role will also require the incumbent to be entrepreneurial in decision making and creative in customer's solutions to achieve consistent service excellence without compromising the operations and safety.
• Develop, manage and motivate a team of Agents to ensure key performance indicators are consistently achieved in terms of performance, revenues and customer satisfaction.
• Manage team performance metrics – celebrate/reinforce success and coach for development as required by conducting/having regular meetings with Agents to review scorecards/performance, and providing on-going feedback.
• Address quality assurance through call listening as required and mentor to retain desired performance levels.
• Ensure Agents develop/maintain an enhanced understanding of the portfolio, programs, products and policies, and assist Agents with questions or issues.
• Maintain on-going communication with our various support teams to ensure early identification and support of Agents requiring assistance.
• Foster, monitor and establish a healthy environment and promote incentives (if applicable).
• Manage and foster positive employee engagement with the company through celebrating the success of individuals, teams, offices and department efforts by handling team commendations, recognition and service awards.
• Manage Agent absenteeism and champion the desired results to deliver a high performing team.
• Responsible for creating a positive working environment by active listening, soliciting employee feedback and acting with integrity and respect.
• Actively recognize growth potential in assigned employees and provide opportunities for career development.
• Act as a duty manager at designated times (possibility of on-call 24/7); maintain visibility and walk the floor.
• Handle customer complaint escalations regarding team members and provide on-the-spot resolution for the customers.
• Perform customer recovery activity on incidents being identified/assigned by internal departments to the Contact Center for resolution.
• Handle third-party operational issues & projects received from other departments.
• Monitor real-time adherence as required.
• Work collaboratively with peers and other stakeholders to implement solutions to improve the operation for our customers and employees continuously.
• Assume local leadership, as assigned, for specific programs, initiatives or departments
• Effectively communicate and document workplace issues and complaints (as required), and work with Site Managers to address these issues.
• Conduct all disciplinary hearings and investigations with team members
• Work in partnership with the company and attend regular meetings to promote a collaborative work environment.

Qualifications:

• Bachelor's Degree preferred
• 2 Years Supervisory Experience
• Experience in starting a new team/new processes in the BPO industry is a plus
• Strong English communication skills (verbal and written)
• Amenable to work on a night shift