Team Lead, Temporary Roll-Off Sales

Waste Management, Inc. (WM)•Gary, IN

2d•$23 - $27

About The Position

The Team Lead works with Temporary Roll-off (TRO) and Customer Experience sales representatives, and Area partners, to assist WM customers by phone, email, live chat, and self-service channels. The aim is to meet contact center goals and exceed customer expectations. The Team Lead supports the TRO department by providing ongoing assistance to TRO representatives, oversight of real-time productivity performance, and reporting of RSS metrics as needed. This role has a sales compensation component that will be driven by individual success and performance.

Requirements

High school diploma or GED (accredited)
Two years of relevant B2B experience in sales (in addition to education requirement).

Nice To Haves

Prior experience as a WM TRO representative.

Responsibilities

Provides daily guidance and assistance to TRO sales representatives
Responsible for Tier approvals in sub-Teams channels
Queue monitoring and availability, as well as queue support via taking phone calls as needed to support daily ASA requirements.
MS Teams channel champion
Huddles in partnership with Supervisors
First point of contact for shared mailboxes and voicemails
Troubleshooting support with representatives on systems (Ex: VDI, IW, Employee Console) and connectivity as needed
Handles customer escalations that may require deviation from standard screens, scripts, and procedures and performs follow ups as needed.
Supports case management/credit approvals and review
Acts as a liaison between TRO, Leadership, and other departments
Performs administrative duties as requested
Provides training support for new hires to support their onboarding journey
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.
Flexible scheduling and willingness to perform other tasks as required by management. This role will require a set shift but may need flexibility for coverage based on staffing and business need.