Team Leader - Temporary

Careers

Team Leader - Temporary

Description

The Inbound Team Lead excels at promoting and developing Agent soft skills through coaching individuals and handling escalated situations. The Inbound Team Lead manages a team of front line employees with a primary focus on providing effective coaching and team building, timely and accurate monitoring and reporting of performance measures.

Job Responsibilities

  • Owns the plans for their team’s success and contributions to the business unit priorities
  • Improves the customers’ experiences by understanding and focusing on what’s important, measuring how we are doing and driving the necessary actions to improve
  • Models the highest standards of customer service to employees
  • A high performing team that meets or exceeds critical metrics and drives business unit priorities.
  • Accurate, efficient resolutions to complex escalated customer issues.
  • Drives continuous performance improvement for business results. 
  • Helps team identify, and if needed, remove obstacles, then frames and escalates issues if they cannot be resolved quickly
  • Influence all aspects of performance management including staffing decisions (including hiring and terminations as appropriate), goal setting, development planning, performance evaluations, performance improvement, motivation and recognition.

Expectations

  • Regularly scheduled 1:1s, documentation of 1:1 sessions, performance plans, and informal meetings
  • Establish action plans for improvement
  • Evaluates team and department level data and trends to drive improvements. 
  • Provides suggestions that impact business processes and balances needs of all stakeholders
  • Clearly defined process, process mapping, and work flow documentation
  • Implemented process improvements and/or recommendations
  • Key metrics analytics and recommendations to address challenges. Improvements in key metrics.#wah