Senior Team Lead

Accomplishes all of the roles and responsibilities of a Team Leader. Acts as the default Operations leader during the absence of the Operations Manager around the attainment of client KPI, goals and targets. Handle complex and specialized functions and/or teams. Prime program initiatives to drive performance. Regularly interfaces with clients and client representatives on activities and initiatives aimed at increasing performance and resolution of customer issues and client concerns.

Responsibilities

Accomplishes all roles and responsibilities of a Team Leader, including leading and managing a team of CSRs in the optimal execution of call center operations activities ensuring that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis; Conducts Performance Management activities, supports CSRs/TSRs on their calls, handles escalations, prepares reports and works with other team members for team and program initiatives; Acts as operations prime in the absence of Operations Managers related to management of day-to-day operations, including stakeholder management to facilitate issue resolution and ensuring client KPIs, goals, and targets are met; Acts as a liaison for both internal and external groups for program initiatives; Helps create, launch and drive critical account initiatives and programs; Mentors other Team Leaders and acts as a catalyst for Peer-to-Peer Development; Supports complex and/or multiple products/LOBs/queues and/or manages and/or supports resolution/escalation/coach teams and other specialized functions; Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition; Requests overtime or 6th day work in order to meet service metrics by efficiently handling forecast and/or spikes in call volumes; Ensures all Company and/or Client updates are cascaded to all individuals in the program by conducting regular meetings with Team Leads; Disseminates information in a timely manner, considering information sensitivity and confidentiality; Liaises with Top Management and the Client regarding program performance; Analyzes necessary information and translates this to tangible and relevant data on program performance; Facilitates on-boarding of new team members including Operations Orientation

Requirements

1-2 years call center experience as a team leader or at least six months (6) experience within TIP as a Team Leader, specializing in Customer Care and / or Marketing and Sales and/or Technical support operations; Working knowledge of call center operations and organization required; Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, NICE, VERINT, etc.); Supervisory and people-management skills; Project management skills; Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence; planning, organizing and coordination skills; Adaptive to changing work schedules and working hours; Active listening skills; Operates with minimal supervision; Customer orientation; Time Management and Multitasking skills; Detail-oriented, Analytical, Problem-Solving and Decision-Making skills; Presentation Skills

Nice to have

Prior knowledge of client-specifics (i.e. nature of account, metrics, client applications, etc.) preferred