What are the responsibilities and job description for the Contact Center Team Lead position at City of Winston-Salem?
The City of Winston-Salem has established a Customer Contact Center to serve the needs of its citizens. The state-of-the-art center provides citizens with one point of contact to assist them in obtaining information on non-emergency City services. The position requires experience navigating a variety of computer screens, data entry skills, and troubleshooting ability to determine the correct resolution for the customer call. Responsible for the development, maintenance, and delivery of a variety of Contact Center training modules, including CS technical skills, soft skills, knowledge assessment and development.
Responsibilities will include:
- Train and develop their assigned team and holds them accountable for guidelines set by the department.
- Handle incoming/outbound phone calls, e-mails, web queries, chat, mobile app submissions and radio communications.
- Presenting a professional and courteous demeanor to customers, teammates, and departmental representatives.
- Providing a high-level of customer service.
- Responding to inquiries and determining the required service channel to resolve the customer issue (ability to ask probing questions, navigate multiple computer applications, and empathize with the customer and service department).
- Assisting agents and researching solutions.
- Fielding and resolving information requests, complaints, and comments.
- Live monitoring, call flow quality assurance.
- Provide feedback and coaching as required to teammates to improve performance.
- Develop performance objectives for all training modules, manuals and other materials; create activities, games assessments and learning aids using conventional and technology based tools; create online or electronic based training modules as appropriate.
- Annual Performance Evaluations for a team of agents.
- Assist management staff with preparing statistical reports as needed.
- Provide recommendations for improvement in processes or operations as needed.
- Additional responsibilities as needed.
Education and Experience:
- Associate's degree in business, communications, public relations, or related field OR high school diploma with equivalent combination of training, education, or experience.
- Four years’ experience working in a contact center with complex problem solving and conflict resolution skills
- Two years’ experience in planning and conducting training for a call center or contact center environment.
Communicate effectively, both orally and in writing, including dealing with staff members and residents on a variety of complex and sensitive issues; ability to navigate a telephone system with headset or Bluetooth earpiece capability, multiple computer screens and various computer systems including but not limited to, Cisco Unified Contact Center Express, Microsoft Outlook/Excel/Word, Internet Explorer and Cute-Live Chat. Ability to handle large volume of incoming/outbound phone calls, chats, e-mails, web & mobile app requests; ability to actively listen to customer requests, speaking with a clear, well-modulated voice and quickly conveying concise and accurate information; establish constructive working relationships with various city employees, management, and the general public while maintaining objectivity and credibility throughout the project process; use organizational skills and perform multiple projects and/or tasks simultaneously in order to accomplish goals in an effective and timely manner and produce quality products within short timelines and under pressure; be detailed-oriented and work well independently or as a member of a team.
Physical Requirements:
This work is sedentary and requires little to no exertion of force; work regularly requires sitting, speaking or hearing and using hands to finger, handle or feel, frequently requires walking and occasionally requires standing; work has standard vision requirements; vocal communication is required for expressing or exchanging ideas by means of the spoken word and conveying detailed or important instructions to others accurately, loudly or quickly; hearing is required to perceive information at normal spoken word levels and to receive detailed information through oral communications and/or to make fine distinctions in sound; work requires preparing and analyzing written or computer data and observing general surroundings and activities; work is generally in a moderately noisy location (e.g. business office, light traffic).
Salary : $50,062
