What are the responsibilities and job description for the National Accounts, Team Lead position at Waste Management?
As an EEO / Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.
WM Strategic Business Solutions (SBS), located in Windsor, CT, is responsible for managing WM's largest, most prestigious national customers. SBS serves as the one-stop shop for the largest corporations in the US. Through industry leading reporting, centralized billing & service, and pricing, WM SBS provides an exceptional value proposition to our customers. With approximately 600 dedicated employees, a state of the art customer management system, and the goal of expanding into international markets, WM SBS is helping WM transform our industry. Our preference is to hiring within the current WM National Accounts, Customer Service team!
I. Job Summary
The SBS Team Lead position collaborates with a team of Customer Service Representatives (CSRs) to meet overall contact center objectives and enhance the customer service function to exceed all customers expectations. The Team Lead supports the contact center by providing ongoing assistance to contact center representatives, oversight of real-time performance, and reporting of metrics.
II. Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
- Provides daily guidance and assistance to contact center representatives
- Helps to support ongoing training to new hire contact center representatives
- Handles customer escalations that may require deviation from standard screens, scripts, and procedures
- Oversees real-time performance of site and queue management
- Monitors calls or emails and provides feedback as necessary to ensure quality standards are exceeded
- Expedites sensitive operational issues and makes appropriate decisions to inform a supervisor or takes independent action if necessary
- Maintains proficiency in customer service functions and, when volumes dictate, assist in responding to customer inquiries
- Acts as a liaison between call center representatives, supervisory staff and other departments
- Performs administrative duties as requested
- Actively participates in key departmental and divisional initiatives when called upon
III. Supervisory Responsibilities
IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
B. Certificates, Licenses, Registrations or Other Requirements
C. Other Knowledge, Skills or Abilities Required
V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Normal setting for this job is : office setting (Windsor, CT)
Shift : 11 : 30AM-8 : 00PM, with 15% Shift Differential per hour
The expected starting base pay for this position across the is $26.50 / hr. This pay represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.
Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
Salary : $27
