Service Center Team Lead 9/6/2016

Confidential Company Independence, OH

Company
Confidential Company
Job Classification
Full Time
Company Ref #
29620123
AJE Ref #
576104876
Location
Independence, OH
Job Type
Regular

JOB DESCRIPTION

APPLY
Service Center Team Lead (464958)

Engagement Type:Contract,Permanent

PRIMARY PURPOSE: To develop, implement, and maintain the delivery of world-class service including quality assurance, client services, and workforce management ensuring departmental objectives are met.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

* Assesses and evaluates current team competencies to develop a baseline of service opportunities.

* Leads efforts to refine Service Center measures and tracking systems for program improvements.

* Maintains records of training activities, colleague progress, and program effectiveness.

* Analyzes and resolves customer service issues.

* Supervises a Service Center unit (team) providing leadership, direction, and support and monitors team's daily performance.

* Monitors workloads and status; supports colleagues by providing advice on handling complex issues; and identifies and resolves problems and issues.

* Works with team leadership to develop, implement, and monitor staff development plans with a focus on overall customer service skills.

* Communicates with upper management regarding unit issues and resolutions.

ADDITONAL FUNCTIONS and RESPONSIBILITIES

* Performs other duties as assigned.

* Supports the organization's quality program(s).

* Travels as needed.

QUALIFICATIONS

Education & Licensing

Bachelor's degree from an accredited college or university preferred.

Experience

Four (4) years of call center or customer service experience or equivalent combination of education and experiencerequired. Supervisory experiencepreferred.

Skills & Knowledge

o Strong customer service skills including call center client processes and procedures

o Excellent team coaching, training, facilitation, and development skills

o Excellent oral and written communication, including presentation skills

o Excellent customer service skills

o PC literate, including Microsoft Office products

o Analytical and interpretive skills

o Strong organizational skills

o Excellent interpersonal skills

o Excellent negotiation skills

o Ability to work in a team environment

o Ability to meet or exceed Performance Competencies.