PURPOSE: • Directly supervise the Agents, directly manage their performance, manage staffing in coordination with WFM, drive operations to meet service levels and provide escalation support. This position will be located in Reno, NV.
ESSENTIAL FUNCTIONS:
Provide mentorship, guidance, and career development to members of their team
Establish team and individual goals and work with each team member to execute to the goals
Work with peers and management on strategies for meeting service levels and other goals including how to measure and report on those results
Identify actionable insights, suggest recommendations, and influence team strategy through effective, timely, and proactive communication
Responsible for hiring new employees: interviewing, selecting, arranging for knowledge training and working with WFM on scheduling the work shifts
Appraise productivity and quality scores and provide regular ongoing coaching and timely specific feedback on employee’s performance to maximize productivity and increase quality
Work closely with Talent Management when needed to address employee’s non-production concerns and/or for corrective action or performance improvements plans
Partner with Talent Management for employee terminations
Act as information conduit for employees. Share information regarding team and individual direction, production changes / trends, kudos, company policies, new events, etc. in team huddles or in ad hoc team meetings
Communicate work allocations and set clear expectations for each employee
Update GoPerform quarterly and properly notate performance so appropriate performance ratings are given to each direct report
Have a good understanding of the job duties performed by the team members
Maintain physical presence within the team to respond to team member needs
Flexibility to work before or after the regular work shift when business need and team process priorities require
Handle escalated customer complaints or executive request and utilizes escalations as a method to train and develop staff
Ensure and monitor proper department work flow in order to maximize productivity
Identify opportunities for improvement in efficiency and customer service and advise Manager of same
Daily, Weekly and/or Monthly reporting of Operation Statistics and team individual performance
Work with team and supporting departments in driving process improvements
Participate in meetings and committees that are directly related to your immediate team’s functionality
JOB KNOWLEDGE, SKILLS AND ABILITIES:
PC skills, including knowledge of MS Office software and/or database management systems
Previous experience and/or knowledge in field relating to the client process and customer service preferred
Ability to work in a high pace environment and managing the stress associated
Strong attention to detail and problem solving skills.
Strong (speed and accuracy) documentation and computer skills
Deep understanding of sales operations, contract setup, contract workflows, billing and customer set up activities among other related processes
Experience in managing work with varying volumes and seasonality
Ability to process transactions as needed, in high volume periods
EDUCATION / WORK EXPERIENCE:
High school diploma or equivalent required
Must have two (2) years proven record of experience in a Team leader role or equivalent combination of education and experience in a leadership role. This includes having the skills/knowledge/experience for these positions with the associated promotional requirements-- adherence to schedule and quality/average handle time scores.
Technical Skills
SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1
Customer Service
PL2
Required
* Proficiency Legends
Proficiency Level
Generic Reference
PL1
The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
PL2
The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.
PL3
The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.
PL4
The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.