Team Leader

Job Profile Summary

The Supervisor is responsible for the daily activities within the contact center, overseeing a team of advocates, and ensuring best in class customer experience. The Supervisor works within thorough, prescribed guidelines and procedures; uses independent judgment requiring analysis of variable factors to solve basic problems; collaborates with management to drive performance metrics and overall adherence to policies and procedures.

Job Description

The Supervisor’s primary responsibility is leading and developing a team of advocates while managing and ensuring key performance metrics are adhered to.The supervisor will also be expected to support advocates by providing guidance and creating a motivational team environment.Assists in the resolution of complex customer related escalations.

Job Responsibilities

• Supervises the daily activities of a team of front line advocates, actively interacts with and provides a constant presence of support for each individual to ensure service levels are met.
• Provides production and technical support while integrating best practices and coordinating insights among other teams to influence a better customer experience.
• Has comprehensive understanding of the policies and procedures to ensure advocate adherence and assists with customer escalations.
• Consistently analyzes the performance of their team while assessing opportunities and taking steps to ensure feedback and education is provided, including call monitoring.
• Motivates team through engagement, development and feedback geared towards enhancing performance delivery and incorporating best practices.
• Proactively identifies and solves complex problems and gathers feedback and insights which are used to influence and drive overall strategy and growth.
• Consistently evaluates current state of the business and executes performance driven or strategy-based business plans to achieve improvement.
• High proficiency and understanding of logistics and system functionality, including documentation and escalation of issues and resolution.

Ideal Qualifications

• Must be passionate about contributing to an organization focused on continuously improving consumer experiences.
• Demonstrated leadership experience in a call center or operational environment, including coaching and developing associates and excellent customer service skills.
• Ability to monitor, develop, and recommend improvements to increase team productivity by providing expert advice and assistance to advocates, as needed.
• Understands upstream and downstream impacts
• Excellent communication, interpersonal and relationship-building skills in dealing with various levels of staff, leaders and business partners.
• Demonstrated ability to multitask in fast-paced, high pressure environments, including cross-functional teams.
• Proficiency in technology, call center systems and Microsoft Office programs including Word, PowerPoint and Excel