Customer Service Team Leader

Smith & Wesson Brands, Inc.•Maryville, TN

2d•Onsite

About The Position

This role involves leading a team of employees, including hiring, motivating, coaching, and problem-solving. The Team Leader will also assist the manager in developing and implementing staffing, training, telemarketing, scheduling, and reward/recognition programs. The position requires providing daily direction to ensure customer service calls are handled efficiently and knowledgeably, evaluating processes for improvement, and offering regular performance feedback and coaching to team members. The Team Leader will also be available to support employees with work or personal issues, ensure they have necessary training and resources, and address employee relations and disciplinary matters according to company policy. Additionally, the role involves assisting with the daily operations of the call center and participating in improvement projects.

Requirements

High school/GED, with some business or clerical background
Minimum 3 years prior Customer Service experience
Full understanding of all the procedures, programs, policies established by marketing to ensure orders are entered accurately
Proven leadership experience
Ability to develop and motivate a team
Ability to communicate effectively to a variety of audiences
Ability to provide and support a vision and direction
The possession of technical knowledge regarding parts and their use
The possession of specialized knowledge about services and policies and the ability to apply this knowledge in serving customers
Strong interpersonal skills
The ability to perform with minimum supervision
Must have working command of the English language
Must be able to read, write and interpret the English language
Must be able to communicate in English verbally and in writing (verbal instructions, written memos and instructions)
Proficiency in Microsoft Word, Excel and PowerPoint
Complete all necessary training as required by assigned department and position
Participate in and follow all company initiatives
Participate in continuous improvement projects (Kaizen events, 5S, etc)

Nice To Haves

Degree preferred

Responsibilities

Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement.
Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
Insure employees have appropriate training and other resources to perform their jobs. Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level.
Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
Assist manager with daily operation of call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs. Work as a member/leader of special or on-going projects that are important to area/process improvement.
Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively.
Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.
Use appropriate judgment in upward communication regarding department or employee concerns.