Team Leader - Onsite - Greenville, SC

General Information

Location

Greenville, SC

Job

10458

Job Category

Operations

Language Requirement

English

Description & requirements

Description

The Team Leader (TL) is directly responsible for performance management inclusive of all Transcom and client specific Key Performance Indicators (KPI). To effectively manage his/her team, the Team Leader will primarily be focused on preparing and executing effective coaching conversations, managing performance and accountability, and ensuring Customer Service Advisors (CSA) are following Transcom and client guidelines and procedures.

What's in it for you?

• Position as a Transcom employee (not an independent contractor)
• Paid Vacation Time
• Benefits for you and your family - Medical, Dental, Vision
• 401(k) investment options, with employer-match opportunities
• Employee Assistance Program
• Ability to develop your skills and grow your career
• An opportunity to work for a company passionate about people
• Career advancement
• Full gym - free to employees

What will you do?

Responsible for evaluating and coaching their Customer Service Advisors performance, developing talent by "building their bench", monitoring real-time adherence call activities, tracking and reporting on key metrics, and identifying, addressing, and escalating risks as applicable. This role will also serve as backup for Quality Analyst and Trainer.

• Lead team of Customer Service Advisors

• Coach, develop, motivate and support direct reports to ensure they are providing best-in-class customer service on all customer interactions

• Promote efficiency and achievement of targets, supporting CSA attainment of performance incentives

• Collaborate constructively with peers, leadership, and support teams such as Quality Assurance and Training to share and leverage others best practices

• Open to feedback and guidance from leadership

• Keep motivation high by adapting virtual leadership style to individual needs

• Create culture and environment conducive for Customer Service Advisor success by promoting and recognizing personnel and initiatives to drive positive engagement and performance.

• Maintain high employee engagement and satisfaction

• Lead by example, responsibility, and accountability for taking the correct required action on progressive discipline procedures.

• Drive culture of accountability, continuous improvement, and personal excellence

• Self reliant - prioritize objectives, identify, assess, and execute solutions for performance issues or areas of improvements

• Accountable and full responsibility for direct reports and team key performance target achievements.

• Understand and meet Key Performance metrics and targets.

• Review and evaluate performance reports to identify strengths and opportunities.

• Create individual targets for each direct report through customized coaching plans.

• Communicate key messages effectively to ensure that direct reports are well informed about procedural changes or incidents that may impact them or their customers

• Prioritize objectives with little-to-no assistance, finding issues and creating and executing on solutions that address those issues

• Work output is prioritized, utilizing proper time management and accuracy

• Monitor CSA's ensuring that each advisor receives feedback regularly, in conjunction with review of live and recorded call observations

• Participate in Transcom and client calibration sessions

• Be actively involved in problem solving and propose improvements to processes

• Implement and respect Transcom standard practices

• Conduct yourself in a manner consistent with the values of the organization

• Drive and foster a culture of positive performance

• Make Transcom an enjoyable place to work for everyone

To qualify for this role you must have/be...

• Proven track record of performance management, development of talent, and coaching effectiveness

• Dependable and consistent

• Nimble thinking, high energy, passion and persistent, resourcefulness

• Excellent communication skills including active listening, empathy, concise, and clarity

• Passion for coaching excellence, providing constructive feedback, and developing talent

• Positive outlook, enthusiastic team player attitude

• Driven by delivering results

• Strong communication skills - verbal and written in the English language

• A good understanding of CRM best practices; have ability to set SMART targets

• Ability to analyze results and make decisions based on data and facts

• Understand basic mathematics needed for reporting, analysis, and differentiation purposes

• Strong organizational and time management skills

• Focused on setting clear objectives and priorities

• Good understanding of mobile and computer technology

• Ability to work a flexible schedule including nights, weekends, and holidays

• Successful completion/passing of criminal background check

It will help if you have...

• 2-5 years of leadership experience in a contact center/BPO experience

• Direct reports of at least 10 people

• Have worked in a self-driven environment

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