Team Leader, Customer Experience
Overview:
Develop, implement, assess and improve day-to-day operations of inbound call center in order to meet and exceed all aspects of client needs and requirements according to policies and procedures
Responsibilities:
- Ensures daily performance metrics are being met or exceeded, i.e., quality, service level and schedule adherence metrics
- 80% of your day will consist of coaching and educating agents on how to improve their performance
- Create an environment focusing on fun, enthusiasm and accountability
- Take initiative and show leadership by creating performance improvement plans
- Administer coaching and disciplinary action when appropriate
- Handle both internal and client led performance discussions
- Perform other related duties and assignments as required and as assigned by supervisor or other management
- Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately
Qualifications:
- 6 months of experience with the client/LOB is a must.
- Sales experience
- Flexibility to work weekends and early shift / late night shift
- Must be TOPS trained/fluent
- College degree preferred or equivalent work experience required
- Experience with Healthcare Insurance preferred
- Minimum 2 years call center supervisory experience in high paced customer focused environment
- Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others
- Solid organizational, administrative, leadership and time management skills
- Ability to demonstrate personal ownership of tasks and follow through to obtain desired results
- Must have a keen sense of attention to detail
- Skilled in determining why and how tasks should be attempted and their effective completion
- Proven experience in overcoming unexpected difficulties and using logical problem-solving skills
- Typing speed of 25 wpm
- Excellent written and verbal communication skills consistent with North American business standards
- Must have availability to work various shifts influenced by current business needs
- High school diploma or GED required
- Excellent attendance history is required
- Must pass mandatory background checks which may include pre-screening, illegal drug tests and credit checks
- Minimum of 90 Day tenure with Teleperformance
- Minimum 90% of Metrics Maintained
- No correction communications in the last 6 months
- Less than 3.0 EAF Points