Call Center Operations Team Leade

Chm2 Solutions Inc. Albuquerque , NM 87101

Posted 3 weeks ago

JOB SUMMARY

Responsible for the daily one-on-one supervision and management of all support professionals on assigned team, typically a minimum of 15 direct reports. Ensures service delivered to our customers 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 Team Manager implements systems and processes to achieve client-specified metrics while providing development opportunities to our support professionals.

RESPONSIBILITIES:

Must have experience coaching sales.
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 of support professionals. Ensure that support professionals have a clear understanding of performance expectations, that they are properly trained and that they have the tools they need to perform at high levels of productivity.
Conduct call-coaching training sessions each week. Provide feedback to support professionals on other daily performance and behavioral activities in a timely manner. 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 in a professional and timely manner. 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 support professional?s HR file.
Administer payroll in accordance with company policy and procedures.
Proactively 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 escalation support to support professionals by providing guidance in problem solving customer issues. Use all available resources to resolve these issues as efficiently as possible.
Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from support professionals.
Schedule and coordinate team activities.
Coach and mentor support professionals 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 more formal action when goals not achieved.
Prepare, process and conduct annual performance appraisals for assigned support professionals 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 support professionals 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.

Qualifications

Skill in providing an exceptional customer experience.
Skill in verbal and written communication to analyze, interpret and address customer needs.
Knowledge of contact services industry and best practices.
Knowledge of PC applications.
Ability to work with minimal guidance or supervision in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
Ability to motivate and mentor team, presenting new opportunities and challenges for additional development.
Skill in providing outstanding customer service through support of escalated customer issues.
Ability to defuse situations, get to the issue and solve the problem.
Skill in time management and multitasking.
Skill in providing constructive feedback to others.
Proven success in motivation and leadership.
Demonstrated ability to coach and develop others to achieve desired results.
Ability to make quick, accurate and appropriate decisions.
A proven common sense approach to balancing business and employee needs
A commitment to work staggered support hours in a 24-hour, 7-day working week
Minimum 1 - 3 years customer service experience.
Minimum of 1 - 2 years of leadership experience.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Navajo Nation Call Center Test Team Coordinator Assistant

PAE Government Services Inc

Posted 2 months ago

VIEW JOBS 10/18/2020 12:00:00 AM 2021-01-16T00:00 Supporting the Most Exciting and Meaningful Missions in the World Navajo Nation Call Center Test Team Coordinator Assistant For 65 years, PAE has tackled the world's toughest challenges to deliver agile and steadfast solutions to the U.S. government and its allies. With a global workforce of about 20,000 on all seven continents and in approximately 60 countries, PAE delivers a broad range of operational support services to meet the critical needs of our clients. Our headquarters is in Falls Church, Virginia. PAE is serving as the COVID-19 joint logistics and medical integrator for the Navajo Nation's Department of Health. Our Expeditionary Support and Stabilization team saves lives with our epidemic expertise and rapid deployment around the world. We are providing solutions to operate at multiple Alternate Care Sites and will deploy mobile testing teams throughout the Navajo Nation territory. We are hiring for a variety of positions for short term, 30 to 90 days or less, or longer term depending on program needs. Locations will vary across the United States and travel to program locations may be required. PAE is hiring a Call Center Test Team Coordinator Assistant to coordinate the efforts of 9 COVID Testing Teams located across the Navajo Nation. The coordinator will be stationed in the Call Center located in Gallup, New Mexico. Duties include but are not limited to scheduling and supporting test teams and other administrative duties. Required Qualifications * Candidate will have experience coordinating operations/providing support for assigned personnel. * Education: High School Graduate * Language Skills: Satisfactory English proficiency to meet job requirements and to adhere and comply with safety, health, and security measures. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. PAE is a drug-free workplace PAE is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran's status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law. EEO is the Law Poster EEO is the Law Poster Supplement PAE Government Services Inc Albuquerque NM

Call Center Operations Team Leade

Chm2 Solutions Inc.