Team Lead - Contact Center

Job Description

This position leads and is responsible for the coaching and development of a team of customer service representatives. Employee engagement, coaching and development, as well as delivery of efficiency metrics are must-have behaviors. A successful people leader consistently demonstrates an unrelenting focus on delivering and improving the Customer and Teammate experience. World-class service towards engaging and supporting client objectives rounds-out the team lead role.

Specific Responsibilities

• Deliver world-class customer service through monitoring and coaching teammates – Best in Class
• Champion a world-class Employee and Customer experience – Issue Resolution & Customer Centricity
• Core Skills and Competencies: Focus on Issue Resolution, Technical Aptitude and Data-driven Decision Making – interpret and synthesize data for problem solving
• Promote employee Engagement & Collaboration
• Coaching...