Team Leader

The Supervisor is responsible for the daily activities within the contact center, overseeing a team of advocates, and ensuring best in class customer experience. The Supervisor works within thorough, prescribed guidelines and procedures; uses independent judgment requiring analysis of variable factors to solve basic problems; collaborates with management to drive performance metrics and overall adherence to policies and procedures.

Job Description

The Supervisor’s primary responsibility is leading and developing a team of advocates while managing and ensuring key performance metrics are adhered to. The supervisor will also be expected to support advocates by providing guidance and creating a motivational team environment. Assists in the resolution of complex customer related escalations.

Job Responsibilities

1. Supervises the daily activities of a team of front line advocates, actively interacts with and provides a constant presence of support for each individual to ensure service levels are met.
2. Provides production and technical support while integrating best practices and coordinating insights among other teams to influence a better customer experience.
3. Has comprehensive understanding of the policies and procedures to ensure advocate adherence and assists with customer escalations.
4. Consistently analyzes the performance of their team while assessing opportunities and taking steps to ensure feedback and education is provided, including call monitoring.
5. Motivates team through engagement, development and feedback geared towards enhancing performance delivery and incorporating best practices.
6. Proactively identifies and solves complex problems and gathers feedback and insights which are used to influence and drive overall strategy and growth.
7. Consistently evaluates current state of the business and executes performance driven or strategy-based business plans to achieve improvement.
8. High proficiency and understanding of logistics and system functionality, including documentation and escalation of issues and resolution.

Ideal Qualifications

1. Must be passionate about contributing to an organization focused on continuously improving consumer experiences.
2. Demonstrated leadership experience in a call center or operational environment, including coaching and developing associates and excellent customer service skills.
3. Ability to monitor, develop, and recommend improvements to increase team productivity by providing expert advice and assistance to advocates, as needed.
4. Understands upstream and downstream impacts.
5. Excellent communication, interpersonal and relationship-building skills in dealing with various levels of staff, leaders and business partners.
6. Demonstrated ability to multitask in fast-paced, high pressure environments, including cross-functional teams.
7. Proficiency in technology, call center systems and Microsoft Office programs including Word, PowerPoint and Excel.