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Lead Customer Service or Help Desk

1 month ago

Charleston, United States Tekshapers Software Solutions Pvt Ltd Full time

JOB SUMMARY The Team Lead position is responsible for supporting, coaching, developing, and supervising a group of employees in the Customer Retention Service Center of Excellence. The ideal candidate will demonstrate leadership through the application of fair and consistent policies and will use a variety of coaching styles and techniques. The ideal candidate has a proven track record of success in contact center performance and enjoys coaching and developing employees to help them be their best. This position will have 15 – 20 direct reports. The Team Lead will be responsible for effectively producing and analyzing reports for a variety of purposes. A successful candidate will possess flexibility to adapt to change while bringing forward positive suggestions for improvements. ESSENTIAL FUNCTIONS First line of management for team members. Consistently identify, monitor and resolve performance/behavior/attendance issues using prescribed performance management techniques. Implement strategies to position your team to win in the customer retention contact center space. Effectively interact with team members of diverse backgrounds and temperaments, while demonstrating a genuine interest in, maintaining open lines of communication with, and being an advocate for team members. Coach team members on their performance on a regular basis and write and deliver bi-annual performance reviews. Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement. Develop relationships within the supporting business units to help resolve issues related to team members (e.g., Learning and Quality Management, and Workforce Management) while taking an end-to-end ownership of employee issues. Responsible for day-to-day functional supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements. Meet or exceed all deadlines for scorecard reporting. Handle calls in peak situations. Analyze performance trends and assist in creating action plans that determine a solution. Support and assist other Team Leaders as necessary. Demonstrate the Coforge culture through both behavior and attitude. Effectively use business standard oral and written communication skills on a daily basis. Demonstrate flexibility by working varying shifts and responding to unanticipated events. Maintain professional phone skills while applying knowledge to day-to-day experiences. Participate in candidate interview and selection process. Effectively interact with clients of diverse backgrounds and temperaments and varying levels of leadership, while demonstrating a genuine interest in and maintaining open lines of communication. Perform other duties as needed. KEY COMPETENCIES Customer Focus —stays in tune with internal and external customer expectations about quality and service; seeks input from customers and acts on it; makes customer satisfaction a business priority; takes customer comments and complaints seriously; focuses on what is best for customer. Adaptability —responds resourcefully to rapid change and ambiguity. Works constructively under pressure. Encourages change. Communication —keeps two-way communication flowing with key stakeholders (customers, shareholders, employees, etc.). Delivers clear and effective verbal and written messages. Ethics / Acts with Integrity —demonstrates principled leadership and sound business ethics. Shows consistency among values and builds trust with others through building credibility and follow-through on commitments. Initiative —seeks new opportunities for business development, quality improvement and personal learning and takes appropriate risks to make them a reality. Shaping and Driving Strategy —has a clear business focus and develops aggressive strategies to achieve competitive advantage. Drives for results. Holds others accountable by monitoring and measuring performance. Sound Judgement and Decision Making —applies broad knowledge when addressing complex issues. Defines issues clearly. Takes all critical information into account to make timely, tough decisions. Team Player —promotes effectiveness by supporting common processes and measurements. Works effectively in partnership with others to achieve business goals. MINIMUM REQUIREMENTS Team Lead or Supervisory/Management experience. Experience in customer retention in a contact center. Ability to understand user needs and articulate a solution. Excellent communication skills with the ability to communicate effectively via documentation, telephone, and e-mail with customers and peers in varying roles. Superior skills in interpersonal, analytical, and problem-solving. Ability to multi-task. Minimum of associate degree or completion of Technical Program or equivalent experience. Bachelor’s Degree preferred. Travel may be required. PREFERENCES Customer Service experience in a high volume. 2+ years of Call Center experience or equivalent required. Exceptional understanding of Customer Service or Help Desk environment including operations, processes, etc. Job Type: Contract Pay: $16.00 - $18.00 per hour Expected hours: 18 per week Schedule: 8 hour shift Experience: Microsoft Office: 1 year (Preferred) Sales: 1 year (Preferred) Ability to Commute: Charleston, WV 25311 (Preferred) Ability to Relocate: Charleston, WV 25311: Relocate before starting work (Preferred) Work Location: In person #J-18808-Ljbffr