Must have the following in order to apply:
- Bachelor’s Degree
- Minimum of five (5) years related experience
- Supervisory/Leadership experience
- Equivalent education or experience may be substituted for any of the below
- Proven success in motivation and leadership
- Demonstrated ability to coach and develop others
- Knowledge of contact services industry and best practices
- Advanced knowledge of computer operating systems, including but not limited to one or more of the following; Mac OS, Windows 98, NT, 2000, ME, XP, UNIX, and Linux
- Proficient with various computer hardware and software
- Proficient with personal computing systems and desktop applications as well as queue monitoring software
- Customer service skills
- Verbal and written communication skills
- Able to be flexible and quickly adapt to changing business needs and processes
- Able to work with minimal guidance or supervision in a time critical environment
Required Screenings: Will be discussed.
Job Description: The Senior Team Lead will be responsible for the daily one-on-one supervision and management of Team Leads. Ensures service delivered to our customers and meets needs and contractual obligations of our clients through the management of operational activity of the team. Under the direction of the Service Delivery Manager, the Senior Team Supervisor/Lead implements systems and processes to achieve client-specified metrics while providing development opportunities to our agents. The Senior Team Lead must be able to analyze, interpret and address customer needs, skill in troubleshooting techniques, time management and multi-tasking, skills in providing constructive feedback to others. Must be able to defuse situations, get to the issue and solve the problem, as well as make decisions.
Duties and Responsibilities:
- Lead team members, foster their professional development and growth, and promote teamwork and cooperation.
- Provide day-to-day supervision and management of directly assigned Team Leads. Ensure that direct reports have a clear understanding of performance expectations, that they are trained and that they have the tools they need to perform job duties.
- Conduct call-coaching training sessions each week as well as direct Sr. SP’s in the performance of call coaching sessions. Provide feedback on other daily performance and behavioral activities. Communicate expectations to new employees and provide timely business updates and changes.
- Under the direction of the Service Delivery Manager, manage team metrics and retention goals.
- Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities.
- Work with Service Delivery Manager to resolve personnel issues. Implement all disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency. Document issues, actions taken and plan for follow-up for agent’s HR file.
- Administer payroll in accordance with company policy and procedures.
- Manage Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice. Evaluate the need for advanced actions based on attendance data and act accordingly.
- Provide technical escalation support to agents by providing guidance in problem solving customer issues. Use all available resources to resolve these issues.
- Conduct Team Meetings with direct reports to ensure communication of relevant information and as an open forum for input from agents.
- Schedule and coordinate team activities.
- Coach and mentor Team Leads to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plan for improvement. Be prepared to take formal action when goals not achieved.
- Prepare, process, and conduct annual performance appraisals for assigned agents on time. Manage the appraisal process within the team by conducting a three month job discussion with new employees and an annual review.
- Maintain open communication with all team members. Act as a resource for answering questions, resolving product and policy questions.
- Partner with Human Resources to screen, interview and hire agents for contract. Ensure that effective training and mentor resources are provided for all employees.
- Attend required manager development training.
- Team with support organizations (Quality and Learning, Operations Planning, Human Resources etc.) to evaluate process improvement opportunities.
- Stay current on internal work processes, policies and procedures.
- Responsible for understanding and complying with all company and team policies and procedures.
- Other duties as assigned.
C.J. Wilson, MPA
Disabled Veterans’ Outreach Program Specialist
CareerSource Tampa Bay
9215 N. Florida Ave., Suite 103, Tampa, FL 33612
[email protected]
Tel: 813-930-7573 Fax: 855-503-2977
