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Platteville Team Leader
Platteville, WI
Job Description:
As a Team Lead, you will be responsible for direct supervision, coaching and development of your team. You will work with fellow Team Leads to direct the same drive across the team in a manner set by the Client and ACC for the project. Your direct point of contact would be the operations/account manager. You will provide feedback, disciplinary action, and on site corrective action to agents daily. Daily routine will involve a multitude of activities including, but not limited to, managing and coaching your assigned agents to meet and exceed Client expectations and company goals. You will work with other team leaders and managers to provide a positive atmosphere and motivation among the team. Monitoring calls and work load will include side-by-side coaching and working with agents on what they need to do to improve call flow and sales.
Duties
Manage to program expectations
Set goals for call center agents to achieve
Monitor agents schedule adherence
Understand all organization’s products, services, procedures and guidelines and communicate the same to all team members
Evaluate agent performance through quality monitoring of work performed
Conduct regular coaching sessions with agents
Administer disciplinary actions for agents not meeting expected goals and/or adhering to company procedures.
Submit regular reports to management on program performance.
Develop and implement new ideas and strategies to improve performance at the center
Keep up with trends and happenings in the industry and ensuring adherence to industry standards
Key Competencies:
Verbal and written communication skills
Listening skills
Problem analysis and problem solving
Organizational and attention to detail
Adaptability and flexibility
Team work
Near perfect attendance
Positive Attitude
Leadership Skills and Motivational Skills
Coaching & Mentoring Skills:
Multi Tasking Skills
Ability to work in fast paced work environment
Education and Experience:
High school diploma or equivalent
Proficient in relevant computer applications
Required language proficiency
Knowledge of customer service principles and practices
Knowledge of call center telephony and technology
Experience working in a call center or customer service environment
Good data entry and typing skills
Knowledge of administration and clerical processes