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Customer Care Center Team Leader
2 months ago
United Talent LLC is looking for a Customer Care Center Team Leader to enhance our operations.
The Team Leader will oversee all aspects related to the functionality of the Customer Contact Center.
Key Responsibilities:
- Assist in evaluating and proposing enhancements for internal processes to foster more efficient and cost-effective operations.
- Collaborate on projects aimed at developing job aids and training materials for business processes.
- Communicate and work towards achieving both short-term and long-term strategic objectives.
- Supervise a dedicated team of Customer Service representatives, ensuring that customer inquiries are handled promptly and courteously.
- Utilize operational systems to maintain compliance with established policies and procedures.
- Implement and assess quality, attendance, and service standards.
- Analyze contact center operations and efficiencies using key performance indicators and customer feedback.
- Evaluate performance metrics and take appropriate actions such as coaching and mentoring to address employee performance issues.
- Identify motivators for individuals and teams, implementing strategies to enhance employee engagement.
- Monitor service delivery to ensure effective customer support.
- Collaborate with business partners on staffing strategies and metrics to optimize resource utilization and elevate customer satisfaction.
- Participate in the hiring process, including screening and onboarding new team members.
- Identify training needs and provide developmental opportunities to support Customer Experience initiatives.
- Lead the team in a manner that promotes exceptional customer experiences.
- Manage and coordinate outage call campaigns.
- Work seamlessly with various departments to ensure effective communication and collaboration.
- Continuously assess and identify key behaviors that enhance customer experience.
- Identify and address internal process gaps and workforce scheduling issues, collaborating with management for improvements.
Required Qualifications:
- Bachelor's Degree or equivalent experience.
- Proficiency in Microsoft Office, SAP, Excel, and relevant phone applications.
- Excellent interpersonal and communication skills, both verbal and written.
- Proven ability to lead, coach, mentor, and develop employees towards achieving organizational goals.
- Strong leadership and management skills, including critical thinking and problem-solving abilities.
- Exceptional organizational and time management skills.
- Ability to convey information clearly and effectively.
- Proactive in identifying challenges and utilizing resources to resolve issues.
- Strong negotiation skills for problem resolution.
Benefits: Comprehensive medical, dental, vision, and retirement plans, along with generous vacation and holiday policies.
About United Talent LLC: United Talent LLC is committed to providing exceptional service and support to our clients and customers, ensuring a positive experience at every interaction.