The Consumer Team Lead supervises and coordinates the activities of the consumer call Center agents as they support customer issues with products and warranty.
Coordinate activities of employees engaged in handling customer requests. Evaluate daily effectiveness of Services operations and recommend changes or improved workflow and methods. Coordinate workflow and assign work to ensure completion in timely manner and/or to meet service levels.
Monitor, supervises, and coaches gaps in attendance, performance, and behaviour.
Provide technical support to consumers, distributors, dealers, regional retailers, and national accounts. Main driver is resolution for all product issues encountered by external customers.
Provide support to Contact Center Supervisors/Manager in relationship to reducing cost per call, overtime management, meet set matrix for call answer rates, developing cross-functional team.
Maintain relationships with other company personnel/departments to gain knowledge of changes in policies, procedures, programs, applications and technologies
Responsible for achieving all key performance indicators in relation to consumer support and warranty processing.
Rapidly identify, analyze, and drive resolution to product issues through product managers and manufacturers. Appropriately report potential product issues to Contact Center Supervisors/Manager for review and resolution planning.
Participate in implementation of departmental and staffing changes when required
Provide systems and processes training updates to reps for consistent case and issues resolution.
Own and promptly resolves any and all escalated customer complaints
Monitor phone system to ensure service levels are met
Monitor technical service calls and observe employees demeanour, technical accuracy, and conformity with company policies. Identify training/coaching opportunities and communicate accordingly
Monitor, maintain and assign work via CRM incidents, incoming mail, special projects, etc to ensure completion in timely manner
Promote over the phone "sales" culture that encourages and ensures end user retention and acquisition of new sales.
Assist Contact Center Manager with forecasting volumes of calls and manpower requirements
High School diploma or equivalent.
3 or more years of experience in a contact Center environment
In depth experience with CRM systems software
Skills and Capabilities (Knowledge, Skills, Abilities):
Proficiency in MS Office software applications (Word, Excel, PowerPoint)
Excellent verbal and written communication skills, as well as teamwork and interpersonal skills, to include the ability to develop high quality working relationships both internally and externally with customers and suppliers.
Demonstrated ability to be flexible and adaptive to internal processes and change, delays or unexpected events
Demonstrated ability to effectively manage multiple priorities simultaneously and meet critical deadlines in a fast-paced environment.
Strong initiative and the ability to be self-directed in completing tasks.
Strong problem-solving and analytical skills.
Ability to work extended hours and overtime (including holidays and weekends) as required.
Ability to travel occasionally to domestic and international sites