Key Responsibilities
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The Team Lead is primarily responsible for:
- Coaching and Mentoring of Agents
- Ticket Transfers and Escalations to other teams
- Support with ticket routing
- Monitoring agent status and ensuring their productivity
- Time and Attendance tracking
- Provide daily metrics to team and coach based upon them
- Provide specific guidance to those Agents on Performance Improvement Plans
We are seeking candidates with the following experience and skills
Mandatory:
- 1-2 years of call / contact center experience
- 1-2 years Team Lead or Supervisor experience
- Ability to work in a fast-paced environment
- Ability to manage one s own work, your team s work, track ticket flow
- Passionate about delivering the ultimate customer experience
- Demonstrated professionalism in resolving customer issues
- Success at working in a team environment where a customer obsessive culture is paramount
- Demonstrated problem-solving skills including: identification of issues, obstacles and opportunities and development and implementation of effective solutions
- Demonstrated ability to think on your feet and take a methodical approach to troubleshooting.
- Commitment to meet and exceed individual and team KPIs
- Excellent written and verbal communication skills
Desired:
- Two or Four Year College Degree in Computer Science, Information Technology, Business Management or similar
- O365 Technical Experience
- Experience with legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.)
- Experience with Microsoft Windows operating system environment