Team Leader Jobs

Job purpose

To lead and respond to day to day operations needs by providing operators on shift with coaching, feedback and support.  Develop a team of direct reports to achieve metrics set for optimal service level and customer support.  Manage client requests and emails and respond efficiently, updating accounts, redistributing requests and researching and owning any concerns.   Contribute to the overall success of the site at all levels by participating in planning, training, growth and developmental opportunities of self and others (some travel may be required).

Duties and responsibilities

• Manage operators classes during shift, client volume fluctuations and adjust according to business needs, including handling calls as needed
• Report site performance & site events daily, operator performance weekly and action plans for maintaining and improving
• Review and score operator & dispatcher calls and provide coaching and feedback on performance
• Complete monthly Scorecards discussions and Quarterly Appraisals to aide direct reports in setting and achieving goals
• Monitor Customer Service Email account and redistributing request as needed for programming, on call entries, follow up requests etc.
• Research and responds to client concerns, reaching out to clients to offer viable business solutions to help improve service experience, such as offering Web On Call, SMS reply, or simply reviewing call types and suggesting account changes (i.e. recordings)
• Assess individual and/or account training needs and implement training plans
• Participate in projects (specialty) for skill set – as determined in discussions with Operations Manager and meet personal goals and developmental plans

Qualifications

Qualifications include:

• Some College or Course work beyond High School
• Previous experience managing employee performance
• Ability to multi-task and monitor work distribution
• Excel & Word proficiency for reporting
• Professional communication style writing
• Flexible schedule for days, evening, weekends and Holiday coverage
• Adult Training & Education experience preferred

Working conditions

Regular evening and rotational weekend work schedule.  Flexibility to adapt to changes and increased work volume/demands.

Physical requirements

Sitting for extended periods at a computer.

Direct reports

Operators

Dispatchers