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Client Care Team Lead

Company: Collette
Location: Pawtucket
Posted on: October 11, 2019

Job Description:

The Team Lead position provides ongoing supervision to the Client Care team and mentors employees on how to deliver customer service excellence. The role will be responsible for monitoring inbound and outbound calls, educating employees on the processes, reporting monthly individual performance stats, quality checking and conducting one on one meetings and team meetings. In addition, this employee will be responsible but not limited to the following: ability to work in a group environment with peer interaction, training of new agents, customer satisfaction, coaching and development of staff members. Also, work close with management to implement new processes and procedures and motivate the team to embrace change.

Key Responsibilities:


  • Supervisory responsibilities include; providing coaching and development to staff, quality monitoring, conducting performance reviews, approving ADP employee data, monitoring WFM schedules, recruiting and hiring staff.
  • Build and maintain a positive team environment that fosters trust, service excellence and talent development.

  • Develops and maintains effective working relationships with internal teams to positively impact service levels.

  • Provide feedback to management to ensure success throughout the Customer Care teams.

  • Manage escalations and coordinate overall direction of the Customer Care team.
  • Implement process documentation, new training procedures and work close with team members to maximize customer satisfaction, profitability and business needs.
  • Work collaboratively to support and promote company's values and vision.
  • Develop reward, recognition and motivation techniques to maintain employee satisfaction.
  • Assist with new projects within the Customer Care department.
  • Maintain knowledge of products, processes, policies and procedures.Identify customer requirements and continue to improve customer relationships.
  • Responsible for call copy reviews, scorecards and ensure appropriate feedback to team members.
  • Assist on all queues including manager support line, when applicable.

    Qualifications


    • Bachelor's degree preferred and/or related Call Center leadership experience.

Keywords: Collette, Pawtucket , Client Care Team Lead, Other , Pawtucket, Rhode Island

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