Team Leader, Customer Experience

Posted Jul 28

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