Contact Center Team Leader

Purple•Lehi, UT

1d•Onsite

About The Position

The Contact Center Team Leader leads and manages a team of contact center agents. This may include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. Additionally, the position has a shared responsibility with the entire leadership team to ensure contacts are answered within the established service levels, and that customer interactions are in line with department quality standards.

Requirements

High School Diploma or equivalent required
Minimum two years formal leadership experience in a customer service or contact center setting.
Five+ years overall experience in a contact center or customer service environment
Ability to create an inspiring team environment with an open communication culture.

Nice To Haves

Bachelor’s Degree in related field preferred.
Experience with chat, email, and phones preferred.
Retail background, order taking, and fulfillment a plus.
Experience with the following highly preferred NICE inContact Zendesk NetSuite Stella Connect Medallia Microsoft Suite

Responsibilities

Provides daily direction and communication to team, ensuring that customer service interactions are handled in a timely, efficient and knowledgeable manner.
Tracks KPIs and provides statistical and performance feedback and coaching on a regular basis to each team member.
Writes and administers regular performance reviews.
Responds to and resolves employee relations issues expressed by team members.
Coordinates with manager or director, or HR, to address disciplinary and/or performance issues and effectively administers improvement/development plans.
Assists the senior leadership team with the daily operation of the contact center (including the development, analysis and implementation of staffing, training, scheduling and reward/recognition programs).
Establishes work procedures and processes that support the company and department standards, procedures and strategic directives.
Works as a member/leader of special or ongoing projects (as needed).
Conducts regular 1:1s, side-by-sides and team meetings.
Assists the Training and QA department by reviewing QA scores and administering PWP call results.
Participates in weekly calibration sessions.
Participates in the selection process (interviewing, etc.) for potential employees.