Customer Service Team Lead

Job Title: Customer Service Team Lead

Skills: Team handling, Call Center, Contact Center, Team management, Training, Quality assurance system

Experience: 5 Yrs

Job Location: South Charleston, WV

FTE/ Onsite

We at Coforge are hiring Customer Service Team Lead with the following responsibilities and skillset:

The Team Lead position is responsible for supporting, coaching, developing, and supervising a group of employees in the Customer Retention Service Center of Excellence. The ideal candidate will demonstrate leadership through the application of fair and consistent policies and will use a variety of coaching styles and techniques. The ideal candidate has a proven track record of success in contact center performance and enjoys coaching and developing employees to help them be their best. The ideal candidate enjoys friendly competition and brings positive energy daily to the workplace. This position will have 15 – 20 direct reports. The Team Lead will be responsible for effectively producing and analysing reports for a variety of purposes. A successful candidate will possess flexibility to adapt to change while bringing forward positive suggestions for improvements.

ESSENTIAL FUNCTIONS

• First line of management for team members.
• Consistently identify, monitor and resolve performance/behaviour/attendance issues using prescribed performance management techniques.
• Implement strategies to position your team to win in the customer retention contact centre space
• Effectively interact with team members of potential diverse backgrounds and temperaments, while demonstrating a genuine interest in, maintaining open lines of communication with, and being an advocate for team members.
• Coach team members on their performance on a regular basis and write and deliver bi-annual performance review.
• Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement.
• Develop relationships within the supporting business units to help resolve issues related to team members (e.g., Learning and Quality Management, and Workforce Management) while taking an end-to-end ownership of employee issues.
• Responsible for day-to-day functional supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.
• Meet or exceed all deadlines for scorecard reporting.
• Handle calls in peak situations.
• Analyze performance trends and assist in creating action plans that determine a solution.
• Support and assist other Team Leaders as necessary.
• Demonstrate the Coforge culture through both behaviour and attitude.
• Effectively use business standard oral and written communication skills on a daily basis.
• Demonstrate flexibility by working varying shifts and responding to unanticipated events.
• Maintain professional phone skills while applying knowledge to day-to-day experiences.
• Participate in candidate interview and selection process.
• Effectively interact with clients of diverse backgrounds and temperaments and varying levels of leadership, while demonstrating a genuine interest in and maintaining open lines of communication.
• Performs other duties as needed.