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PrintCustomer Service Team Leader
| Company: | Thill Logistics Company Profile | Current Opportunities (0) |
| Job Location(s): | Neenah |
| Special Notes/Instructions: | apply online at: www.thilllogistics.com |
| Employment Term: | Regular |
| Employment Type | Full Time |
| Hours per Week: | 40 |
| Work Hours (i.e. shift): | flexible |
| Start Date: | 08/19/10 |
| Starting Salary Range: | Not Provided |
| Required Education: | Associate Degree |
| Required Experience: | 1 to 20+ years |
| Related Categories: | Customer Service - Call Center |
Position Description
SUMMARY
The Team Lead is responsible for providing superior customer service through the daily supervision of a team; this includes appropriately distributing workload, coaching, training, monitoring daily performance and problem solving. Additionally, the role is responsible for assisting the supervisor with agent development, analysis of data and implementation of staffing, training, scheduling, and reward/recognition programs.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide timely communication to employees so that customer service calls are answered in a professional, efficient and knowledgeable manner.
Respond to and resolve employee issues timely; create and maintain a high quality work environment so team members are motivated to perform at their highest level.
Monitor and meet with each agent monthly to review metrics and provide performance feedback. Complete annual performance reviews.
Deal with disciplinary and/or performance problems according to company policy and department expectations. Document and communicate in a timely manner all employee corrective discipline actions.
Assist in the facilitation of new employees by working closely with the CS trainer to ensure that employees have appropriate training and other resources to perform their job requirements.
Work with the Work Flow Specialist to monitor and manage queue, along with determining how to ensure calls are handled efficiently and effectively according to our clients requests.
Assist the senior agents with escalations.
Complete or distribute appropriately any specific customer or client request to certify that they are completed in a timely manner.
Provide insight, gather data and provide recommendations for client issues
Surface reoccurring issues that we receive from customers to the Client Lead for resolution or appropriate handling.
REQUIRED EDUCATION, SKILLS, ABILITIES, AND EXPERIENCE:
College degree and at a minimum 1 year experience supervising a team
Must have proven ability to develop and motivate a team, ability to communicate effectively to a variety of audiences, and the ability to provide and support a vision and direction.
Must be familiar with current software packages such as Microsoft Word and Excel and the ability to work in multiple systems and ability to input and retrieve data.
Ability to make sound decisions and execute in a timely manner.
Strong communication skills to respond to situations in a prompt and professional manner.
The Team Lead is responsible for providing superior customer service through the daily supervision of a team; this includes appropriately distributing workload, coaching, training, monitoring daily performance and problem solving. Additionally, the role is responsible for assisting the supervisor with agent development, analysis of data and implementation of staffing, training, scheduling, and reward/recognition programs.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide timely communication to employees so that customer service calls are answered in a professional, efficient and knowledgeable manner.
Respond to and resolve employee issues timely; create and maintain a high quality work environment so team members are motivated to perform at their highest level.
Monitor and meet with each agent monthly to review metrics and provide performance feedback. Complete annual performance reviews.
Deal with disciplinary and/or performance problems according to company policy and department expectations. Document and communicate in a timely manner all employee corrective discipline actions.
Assist in the facilitation of new employees by working closely with the CS trainer to ensure that employees have appropriate training and other resources to perform their job requirements.
Work with the Work Flow Specialist to monitor and manage queue, along with determining how to ensure calls are handled efficiently and effectively according to our clients requests.
Assist the senior agents with escalations.
Complete or distribute appropriately any specific customer or client request to certify that they are completed in a timely manner.
Provide insight, gather data and provide recommendations for client issues
Surface reoccurring issues that we receive from customers to the Client Lead for resolution or appropriate handling.
REQUIRED EDUCATION, SKILLS, ABILITIES, AND EXPERIENCE:
College degree and at a minimum 1 year experience supervising a team
Must have proven ability to develop and motivate a team, ability to communicate effectively to a variety of audiences, and the ability to provide and support a vision and direction.
Must be familiar with current software packages such as Microsoft Word and Excel and the ability to work in multiple systems and ability to input and retrieve data.
Ability to make sound decisions and execute in a timely manner.
Strong communication skills to respond to situations in a prompt and professional manner.
