Team Leader, Customer Care Center

The Customer Care Team Leader is responsible for effectively leading a team of call center associates. Primary responsibilities include coaching and motivating call center associates to meet the individual, team, and departmental goals. Provide daily leadership to ensure productivity, quality, and sales objects are met Hire and onboard new Call Center associates Supervise staff of up to 20 associates and other staff as assigned Maintain Quality Assurance expectations by reviewing and evaluating associate contacts, conducting individual coaching sessions, analyzing reports, and reacting to trends Create and deliver Performance Development and Coaching Plans Manage contact volume queues to ensure proper staffing levels Work closely with the Training Manager to identify training opportunities and recommend solutions to improve performance Perform attendance management and monitor timekeeping to ensure accuracy of associate’s pay Effectively address escalated customer inquires Perform additional duties as assigned Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty. Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.