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Form of work
SalaryEmployee is responsible for the day-to-day management of assigned team members as well as the work that is assigned to the team(s). This position works closely with other leaders to ensure that the teams are meeting set corporate goals and objectives.
Essential Functions Team LeadCustomer Service: In addition to working as prescribed, specific responsibilities of this role include:
- Exceptional at all duties & mentors all employees at and below the level of Manager.
- Lead a team of employees, and is ultimately accountable for the day-to-day activities of each team member
- Supports sites which may operate on different platforms.
- Conducts team huddles
- Handles escalated calls
- Ensures statement, outbound and SMS call campaigns are loaded to maximize client collections
- Supports and promotes quality assurance function across division
- Implements staff contests and recognition programs
- Mentors and leads the team on best practices
- Versed in various roles and responsibilities in their platform.
- Works closely with division and executive management
- Monitor and respond to quality issues with the client delivery
- Utilize the company’s performance management program as designed to align individual performance to overall performance objectives. Meet all completion requirements at a high quality level.
- Mentor, guide, and coach direct reports in order to expand their capabilities and performance and to progress them on their promotion path.
- Approves timecards and completed and communicate monthly staff scorecards.
- Ensure each employee has a yearly performance review that is reviewed with employee and the review to be sent to Human Resources.
- Ensure each employee has a clear and thorough understanding of their role and responsibilities. Keep job descriptions current for each position.
- Actively support and participate in organizational development and training programs. Meet all completion requirements at a high-quality level.
- Communicate all corporate matters in a positive and timely manner as directed by Corporate Communications or senior management.
- Administer all internal policies and procedures in accordance with corporate, human resources, budgetary, and finance guidelines.
- Ensure accuracy of staff data records.
- Comply with all employment laws and regulations including, but not limited to, equal employment opportunities for all.
- Responsible for Staff Scheduling, Payroll Approval and ETO administration for team members
- Hosts or participates in weekly client meetings, ensures the completion of client reporting and establishes client action plans as needed.
Minimum Requirements:
Education/Experience/Certification Requirements
- Associates degree or a combination of relevant education and equivalent experience.
- 3 years of experience in a Customer Service lead role
- Excellent communication (written and oral) and interpersonal skills.
- Strong organizational, multi-tasking, and time-management skills.
- Must be detail oriented and able to follow through on issues to resolution.
- Must be able to act both independently and as a team member.
- Excellent team building and employee relationship skills.
Preferred Qualifications:
- Industry Certification
