Contact Centre Operations Team Lead – Credit Collections

Job Title: Contact Centre Operations Team Lead – Credit Collections

Report to: Contact Centre Operations Supervisor 

Position Type: Permanent

Location: Montego Bay

Overview of Role:

At National Pen, we are looking for a Contact Centre Team Lead who is motivated, enthusiastic, and sales oriented. We are passionate about people and performance excellence and put our customers at the centre of everything we do. Join our diverse, in-house, team where you will feel valued and inspired to contribute your unique skills and experience.  Our Contact Centre Team Lead will be responsible for the overall direction, coordination, and evaluation of an Operations Team by executing supervisory responsibilities in accordance with National Pen's policies and applicable laws. 

Responsibilities:

• Monitor, motivate, coach and train Associates to achieve and maintain KPI targets and behaviours through continuous monitoring, assessment, and feedback.
• Supervise and coordinate activities with direct team and with department.
• Keep Department Manager informed and aware of any escalating problems regarding products, customer complaints, employee issues, departmental issues and any other matters involving or effecting the Department.
• Issue written and oral instructions and assist with questions and training of agents.
• Supervise and manage the performance of each direct report on a daily basis.  This includes productivity, accuracy, call quality, sales, and attendance.
• Study and recommend procedures to improve efficiency of department, processes and employees.
• Compile data and trends to aid in creating & maintaining complete documentation of performance improvement conversations and actions.
• Effectively create, issue and manage employee Performance Reviews and Performance Improvement Plans, when necessary, in an effort to ensure that individuals meet objectives
• Other duties and Special Projects as assigned.
• Setting/clarifying requirements and expectations for Associates.
• Ensuring disciplinary actions for front-line employees occur in transparent, accurate and timely manner.
• Preparing, maintaining, and updating personnel records, reports and documentation as identified and requested.
• Communicating and maintaining National Pen’s vision, direction, and culture to the team. 
• Supporting and assisting with hiring, training, and maximizing staff productivity and impact.

Operations Excellence/Process improvement:

• Ensuring high compliance to operational processes
• Participating in cross-functional communications and meetings to support achievement of the centre’s goals.
• Representing the Voice of the Customer by appropriately escalating feedback to the relevant functions or other internal customers for resolution
• Working with the management team to develop processes to respond to needs concerning customer satisfaction.
• Finding creative solutions to effectively address internal and external customer queries and concerns.
• Leading and facilitating change with a positive attitude.

Required skills and experience: 

• 4 High School passes (to include English Language and a Math related subject)
• Bachelor’s Degree or College Coursework preferred.
• Familiarization with computer applications such as MS Office suite
• Sales/Contact Centre experience is a plus.
• Highly motivated to achieve your earning potential.
• Ability to communicate effective using various mediums.
• Min 3+ years’ experience in a contact centre environment. Supervisor experience preferred but not required. 
• High caliber of execution against targets and tasks
• Must possess the ability to work accurately with numbers and data in a fast paced, productivity-oriented environment. 
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to solve practical problems and deal with a variety of variables in situations.

Must Have:

• Strong People Management Skills
• Strong Leadership Skills
• No active PIPs or Disciplinary letters on file.

 What we give you:

• Paid Holidays
• Paid training
• Continuous coaching and mentoring
• Fun events for employees
• Shuttle round trip Transportation to LOJ Montego Bay Centre.
• Paid Health and Life Insurance benefits

About Pens.com

Pens.com's personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens.com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens.com operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.​

To learn more, visit: www.PENS.com

Pens.com is a National Pen and Cimpress brand (Nasdaq: CMPR).​