Sales Support Team Lead

Waste Management, Inc. (WM)•Windsor, CT

2d•$26•Onsite

About The Position

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 ~800 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. The Team Lead position collaborates with a team of Project Services Representatives to enhance the Project Services function and exceed all customers expectations. The Team Lead provides ongoing assistance to Project Service Representatives, oversight of real-time performance, reporting of metrics as well as working with the team to obtain the highest level of performance.

Requirements

High School Diploma or GED (accredited).
4 years of call center experience with a minimum of 12 months as a WM Project Services representative (in addition to education requirement).
Internal candidates must be performing in an above average capacity in their current position and be an employee in good standing.
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
Call center or Project Service experience and supervisory/management skills required
Prioritizes and plans work activities
Ability to cross train and develop team members
Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner
Proficient in call center technical knowledge and skills
Proficient in MS Office (Word, Outlook and Excel)
Excellent verbal, written and analytical skills
High customer focus
Identifies and resolves problems in a timely manner
Works both independently and with a team to meet site goals
Reacts well under pressure
Treats others with respect
Adapts to frequent changes in the work environment
Manages difficult or emotional customer situations
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 Project Service Representatives
Handles customer escalations that may require deviation from standard screens, scripts, and procedures to completion.
Ensures customer experience is enhanced by closing the loop with the client
Oversees real-time performance of site and queue management, as well as inbound client requests to meet internal SLA metrics
Acts as liaison between Project Managers and representative team to ensure project timelines and deliverables are met.
Distributes and monitor assignments up to completion
Acts as a liaison between Project Service Representatives, supervisory staff and other departments
Monitors calls and emails to provide necessary feedback/training to ensure the quality standards are exceeding expectations.
Expedites sensitive operational issues while working with internal teams as well as markets and 3rd Party vendors.
Assume the acting supervisor role during supervisor's absence
Assist supervisor with agent coaching's and shares process or changes updates to staff
Conduct meetings with team to review internal Metrics and Quality performance.
Make appropriate decisions to inform a supervisor, or takes independent action if necessary
Maintains proficiency in Project Services functions and, when volumes dictate, assist in responding to customer inquiries via phone and email
Supports ongoing training to new hire contact center representatives to ensure all agents are proficient in necessary knowledge based systems
Performs administrative duties as requested
Actively participates in key departmental and divisional initiatives when called upon