Internal Only-Team Leader

TTEC•Melbourne, FL

5d•Onsite

About The Position

The Team Leader (TL) is responsible for the day-to-day leadership and management of a team of direct report agents. The TL directs, supervises, evaluates, and coaches their agents while motivating and building strong relationships with each agent. Additionally, the TL develops partnerships with their peers, operations management, and other support department personnel. This includes working together with Assistant Team Leader (ATL), where applicable, in managing the day-to-day operations of the programs within the department. The TL is proficient in business processes, knowledgeable in agent duties and responsibilities, capable of holding performance management discussions, recognized as a key point of contact and liaison for their team of agents, and oversees the team and managing program performance.

Requirements

High School Diploma or GED required
Previous experience in coaching and delivering employee performance management – required
Strong written and oral communication skills, with all levels of the organization
Strong customer service, interpersonal and relationship-building skills
Strong organizational, multi-tasking, planning and problem-solving skills
Effective time management skills, self-sufficient and resourceful, all with minimal supervision
Basic knowledge of Microsoft Office (Word, PowerPoint, Excel, Outlook)
Leadership skills, to include in the areas of team building, problem resolution, foster learning, performance management, with a focus on employee satisfaction
Ability to create a supportive and conducive professional learning environment
Ability to work with various organizational levels to support development and delivery of new resource material
Must represent Percepta professionally with all internal support departments and clients/partners
Shift work, based upon program hours of operation
Able to work within various workspaces: onsite, remote in local area, and/or hybrid between the two

Nice To Haves

Some secondary education or equivalent experience – preferred
1+ year experience in team leadership / supervisor role – preferred
3+ years’ experience in customer service role – preferred to be within contact center environment

Responsibilities

Responsible for the operational success the team, fostering/driving a performance-based culture
Responsible for agent performance management and associated discussions/action plans
Maintain open communication with Percepta and clients, as applicable
Utilize various reporting information (operations reporting, Workforce Management reporting, etc.) to better understand areas of success and opportunity for each agent and team overall
Responsible for manual reporting, which may require data extract and report development, for the purpose of managing agent/program performance and presenting to Percepta and/or clients
Daily review of reporting data in various sources, such as Power BI and Medallia, for the purpose of managing agent performance associated with program objectives and targets
Demonstrate knowledge and understanding of program metrics and targets in effort of meeting/exceeding expectations
Lead and motivate agents and the team overall in meeting/exceeding Key Performance Indicators
Ensure timely resolution is delivered for all customer escalations managed by the team
Complete supervisor escalations, which includes contacting customers by phone/email in discussing agent handling and/or decisions made pertaining to their particular matter/inquiry
Responsible for assessing/coaching agent decision-making in use of customer satisfaction tools
Empowered to make higher level of authority decisions in use of customer satisfaction tools
Deliver effective resolution in timely manner, for all operations management requests
Build partnerships with personnel from supporting departments (WFM, L&D, HR, TA, QA) to ensure all deliverables and standards are met from a support department perspective
Identify gaps in the call handling process and escalate to operations management
Ensure quality contacts between the agent, dealer, field, and customer; as well as adhering to timelines set and maintaining commitment promises made to all
Drive a focus on concern resolution in the team’s customer handling process
Participate in bi-weekly calibration sessions with Quality Assurance to ensure compliance with all standards set forth by QA, OPS and Clients
Compare customer satisfaction survey results to transaction handling to identify opportunities for improvement, and take appropriate action for improvement
Review training materials and resources for accuracy to the current state of the business, provide recommendations/feedback for implementing necessary changes
Lead by example to create a positive work environment that drives team performance.
Serve as a role model for agents and peers in all areas of leadership, customer service
Promote agent development through delivery of frequent and timely coaching sessions to support process adherence and a quality driven customer interaction. This is accomplished via coach backs of quality evaluations, live call monitoring and side by side observance of call handling.
Provide direct leadership to the team through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction.
Communicate process/policy changes, quickly and efficiently in a fast-paced environment
Lead team meetings; facilitate and participate in discussions regarding day-to-day operations, employee/company matters
Participate in discussions with Percepta and client operations in reviewing performance results
Responsible for providing weekly updates to Percepta operations leadership regarding trends and escalations
Prepare performance evaluations, on annual basis and as needed throughout the year, and conduct feedback session in delivering the information to the employee
Participate in process of reviewing program content and resources on a regular basis, which may require meetings with various support departments in reviewing/editing material
Recognize and reward exceptional individual and team performance
Build morale within the team to support agent retention, through team and company initiatives
Resolve agent/team conflict with sensitivity, tact, and fairness
Partner with WFM Realtime Partners in monitoring phone agents’ status within the phone queues to ensure timeliness in call handling and appropriate use of phone AUX codes
Daily review of agent performance associated with Percepta Pay for Performance (P4P)
Work on activities and/or projects as requested by operations supervisor/manager
Participate in company initiatives related to professional development and employee engagement
Identify potential process improvements and present to operations leadership for review
Support agents in professional development, employee satisfaction and progression for advancement in other roles/areas within the organization through recommended learning objectives provided by operations Management or other supporting departments
Other duties, as assigned.
Partner with Talent Acquisition in conducting new hire candidate interviews, completing required forms and documents, and making recommendations to offer (not offer) the position
Conduct/participate in focus groups and agent/company feedback sessions.
Responsible for writing disciplinary action documents, partnering with HR/OPS Leadership, and delivering such information/feedback to the employee