Team Lead - Retention

• First line of management for team members.
• Consistently identify, monitor and resolve performance/behavior/attendance issues using prescribed performance management techniques.
• Implement strategies to position your team to win in the customer retention contact center space
• Effectively interact with team members of potential diverse backgrounds and temperaments, while demonstrating a genuine interest in, maintaining open lines of communication with, and being an advocate for team members.
• Coach team members on their performance on a regular basis and write and deliver bi-annual performance review.
• Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement.
• Develop relationships within the supporting business units to help resolve issues related to team members (e.g., Learning and Quality Management, and Workforce Management) while taking an end-to-end ownership of employee issues.
• Responsible for day-to-day functional supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.
• Meet or exceed all deadlines for scorecard reporting.
• Handle calls in peak situations.
• Analyze performance trends and assist in creating action plans that determine a solution.
• Support and assist other Team Leaders as necessary.
• Demonstrate the Coforge culture through both behavior and attitude.
• Effectively use business standard oral and written communication skills on a daily basis.
• Demonstrate flexibility by working varying shifts and responding to unanticipated events.
• Maintain professional phone skills while applying knowledge to day-to-day experiences.
• Participate in candidate interview and selection process.
• Effectively interact with clients of diverse backgrounds and temperaments and varying levels of leadership, while demonstrating a genuine interest in and maintaining open lines of communication.
• Performs other duties as needed.

MINIMUM REQUIREMENTS

• Team Lead or Supervisory/Management experience.
• Experience in customer retention in a contact center
• Ability to understand user needs and articulate a solution.
• Excellent communication skills with the ability to communicate effectively via documentation, telephone, and e-mail with customers and peers in varying roles
• Superior skills in the following areas: Interpersonal - Analytical - Problem Solving.
• Ability to multi-task.
• Minimum of associate degree or completion of Technical Program or equivalent experience. Bachelor’s Degree preferred.
• Travel may be required.

PREFERENCES

• Customer Service experience in a high volume.
• 2+ years of Call Center experience or equivalent required.
• Exceptional understanding of Customer Service or Help Desk environment including operations, processes, etc.

Job Types: Full-time, Contract

Salary: $19.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift
• Evening shift
• Morning shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Experience:

• Leadership: 1 year (Preferred)
• management: 1 year (Preferred)

Ability to Commute:

• Augusta, GA (Required)

Ability to Relocate:

• Augusta, GA: Relocate before starting work (Required)

Work Location: In person