Team Leader at Ubiquity… · San…

The Team Leader is responsible for providing oversight of the day-to-day operations of assigned customer program(s) during a designated shift. This position will assist management with customer escalations and monitoring of critical processes. The Team Leader is responsible for coaching and developing their assigned team. This position is responsible for providing the necessary tools and support for the team to perform its tasks and ensure the continued fulfillment of our customer’s needs.

Responsibilities:

• Manage a team of Customer Service Representatives (CSRs) to achieve or exceed goals and key performance indicators by ongoing coaching and mentoring.
• Ensure that CSRs are informed and trained on product and system updates necessary to perform their tasks effectively.
• Conduct business reviews and performance management activities to assist in the CSR’continuous development.
• Complete daily and weekly coaching sessions with CSR’s.
• Perform floor support duties as a subject-matter expert on policy and procedural items, and handle escalated calls when needed.

Knowledge, Skills and Experience:

• College degree or equivalent work experience.
• Previous call center supervisory experience preferred.
• Experience assisting and resolving escalated customer impacting scenarios.
• Strong business acumen and focus on operational excellence.
• Excellent verbal and written communication skills.
• Dynamic leadership skills.
• Demonstrate strong problem-solving skills and sound judgment and decision-making ability.
• Ability to apply analytical thinking to troubleshooting and problem resolution.