Team Leader

The position is responsible for managing a group of 10 up to 15 Account Associates, reviewing and analyzing performance data, pinpointing root causes for performance variance, trending and creating improvement plans to correct and improve performance gaps.

Job Summary

The role is a critical position with our Operations as it is responsible for managing a group of 10 to 15 Account Associates. Specific responsibilities include reviewing and analyzing performance data, pinpointing root causes for performance variance and trends, and creating improvement plans to correct and improve performance gaps. A Team Leader must demonstrate passion for people development, drive for excellence, a strong knowledge of the account’s or business’s product, and be able to create buy-in, commitment to goals, accountability for performance, and responsibility for achieving expectations.

Role and Responsibilities

• Track and document employee time (punctuality, attendance, ACD minutes, and up-training)
• Review Agent performance results daily to ensure all goals are met or exceeded in client KPIs and IPIs as well as Productivity and Utilization metrics
• Analyze agent performance trends in client KPIs and IPIs as well as productivity and utilization metric
• Identify performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback
• Monitor and assess employee calls to drive performance improvement plans
• Ensure Agent calls are aligned with Quality Assurance (QA) objectives and targets, and Customer Satisfaction (CSAT) expectations
• Be hands-on and demonstrate desire to help by building effective working relationships, driving individual responsibility, and accountability, and contributing to the site’s successful performance
• Teach and improve technical skills (e.g. call handling, navigation and information research in available tools or references, etc.)
• Ensure compliance with WFE at all times
• Review and distribute procedure changes/updates in a timely manner and ensure Account Associates understand changes and are aligned with organizational/site goals
• Plan and conduct team meetings that share information, calibrate knowledge and performance, and motivate agents to learn and excel
• Attend assigned Leadership calibrations
• Participate in scheduled calibration sessions and ensure variance and accuracy are within acceptable targets
• Assist and track Account Associates’ password resets
• Assist, track, and coordinate issues with supporting departments, such as IT (computers, headsets, software, etc.), HR (payroll issues), and Workforce Management (overtime, attendance tracking, etc.)
• Administer HR and department policies as instructed
• Conduct performance reviews for regularization or annual reviews for promotion, or whenever needed or required by HR and/or Operations
• Provide at least four (4) coaching sessions per Account Associate per month
• Take a minimum of 6 phone time hours per month to ensure development and active knowledge of the business and call handling procedures
• Present his/her team’s performance in a business review either weekly or monthly
• Monitor case management weekly and monthly
• Drive teamwork and team performance
• Create, implement, and support call center initiatives
• Orient newly-assigned team members and establish team mentor/buddies
• Perform other duties that may be assigned from time to time

Qualifications and Education Requirements

• Candidate must have experience in taking in calls for the specific line of business.
• Candidate must have at least a year’s experience in an Account Associate or Subject Matter Expert role.
• Candidate must be knowledgeable of client systems, call center software, client policies, procedures, and processes, and must work closely with supporting functions.
• Candidate must have working knowledge of performance management, Human Resources (HR) procedures and labor laws, along with client contract requirements.
• The ability to communicate and express ideas clearly, written and orally, is also required.
• Candidate must be able to provide guidance and assistance to front-line staff on technical and procedural issues.

Core Competencies

(Level of proficiency: N-Novice, I-Intermediate, A-Advanced, S-Strategic)

• Drive for Results - I
• Communication - I
• Resourcefulness - I
• Building Relationships - I
• Developing People - I
• Culture Building - I

Technical Competencies

(Level of proficiency: N-Novice, I-Intermediate, A-Advanced, S-Strategic)

• Coaching and development - I
• Prioritizing - I
• Monitoring - I
• Decision-making - I
• Achievement - I
• Flexibility - I
• Confidence and optimism - I
• Thoroughness - I
• Sense of duty - I
• Innovation - I
• Influence - I
• Independence - I

Additional Notes

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel working within this job title.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!