DCR Team Lead

Waste Management, Inc. (WM)•Phoenix, AZ

4h•$21 - $26

About The Position

The Team Lead position collaborates with a team of Digital Care Representatives interacting with WM Customers via Multi-Channel Customer Service, which may be a combination of platforms including phone, email, live chat, or self-service channels 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 contact center performance, and reporting of contact center metrics. Preference to hire from within the current WM CE Team

Requirements

Must live and work in the US & within 50 miles of a current CE Location.
Education: High School Diploma or GED (accredited) required
Experience: 2 years of experience as a WM DCR required.
Proficient in contact center technical knowledge and skills
Proficient in MS Office (Word, Outlook and Excel)
Excellent verbal, written and analytical skills
High customer focus
Reacts well under pressure
Treats others with respect
Identifies and resolves problems in a timely manner
Prioritizes and plans work activities
Works both independently and with a team to meet site goals
Adapts to frequent changes in the work environment
Manages difficult or emotional customer situations
Internal candidates must be performing in an above average capacity in their current position, be an employee in good standing and have worked at WM for 12 months.
No written or final disciplinary actions of any type within 180 days prior to eligibility of achieving level status.
Must have maintained a minimum average value of Meets or Exceeds Expectations on the Customer Service or other related scorecard for a twelve -month period.
In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative.
This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative.

Responsibilities

Provides daily guidance and assistance to contact center representatives
Provides 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 and provides feedback as necessary to ensure contact centers quality standards are exceeded
Supports case management/credit approvals and review
Maintains routine customer service related reports and creates reports as required and requested by management
Acts as a liaison between contact center representatives, supervisory staff and other departments
Performs administrative duties as requested
This job has no direct supervisory duties, however will provide guidance and assistance as required by management.
This may include training and providing feedback to contact center representatives in addition to assisting with non-routine and escalated customer calls.
Interacts with WM Customers via Multi-Channel Customer Service, which may be a combination of platforms including phone, email, live chat, or self-service channels.
Flexible scheduling and willingness to perform other tasks as required by delivery channel.