Customer Contact Center Team Leader

BROAD FUNCTION:

The Emerson Ecologics Customer Contact Center provides first level technical and business support to internal and external business partners.   The CCC Team Leader is responsible for the day-to-day leadership of a team of up to 10 CSRs.  In this capacity, they will coach representatives for skill development, handle escalated calls and inquiries, work with the CCC Managers to coordinate and enhance the workflow, ensure adherence to company and departmental policies and procedures, and work to ensure constant business continuity.

 PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Lead a team of 6-10 CSR’s
• Promote a positive outlook and attitude within the team
• Clearly communicate team and individual performance expectations for reliability, quality, efficiency, and selling
• Monitor and track individual and team performance
• Coach team members for constant improvement and the attainment of established goals
• Handle escalated issues; including escalated orders and phone calls
• Assist the Contact Quality and Resource Planning teams in raising overall quality and efficiency performance
• Assist the Content quality team in constantly improving the effectiveness of representative reference tools
• Conduct 1:1s, team meetings, and assist in the scheduling of on-going up-training
• Monitor and adjust the workflow for constant improvement
• Provide consistent feedback to management on business opportunities, barriers to success, and potential solutions to complex customer facing issues
• Maintain a positive outlook in the face of business and system challenges; working to address both as quickly as possible while eradicating the root cause
• Assist with the hiring, development, and on-boarding of new hires
• Work with the Contact Quality team to develop training materials and perform training classes for CSR’s; adding content that will assist in team specific quality and efficiency improvements
• According to assigned shift:
  • Manage either the opening or closing process
• Ensure that all voicemail, fax, internet and mail orders are processed within deadlines
• Other duties as assigned
• Coach team members through formal reviews, consistent performance evaluations, on on-going feedback/mentoring

 Qualifications

• High school diploma or equivalent.  Bachelor’s degree in business preferred.
• Minimum 3 years customer service experience.
• Demonstrated leadership, teamwork, problem solving abilities
• Proficiency with MS office applications, especially MS Excel
• Experience with MAS 500 preferred
• Experience with contact center workforce management tools preferred

• Must be able to adjust to a flexible work schedule.

 Experience Type/Industry

• Knowledge of Healthcare Service industry and distribution a plus.
• Understanding of contact center operations management and queuing theory preferred.

 JOB KNOWLEDGE, SKILLS AND ABILITIES:

• Proven ability to deal with time sensitive problems using technical, industry, product knowledge and relationship building skills.
• Proven ability to prioritize issues in difficult situations.
• Proven ability to utilize CRM data to create a proactive support strategy.
• Proven ability to create, adopt and manage quality control processes.
• Proven project planning/ scheduling experience.
• Ability to forecast staffing requirements and align staffing to workload arrival patterns.

• Leadership:
• Minimum 2 years contact center leadership experience.
• Ability to coach, manage, and lead…high energy; positive thinker.
• Performance Management: Skills in building and maintaining high performing teams and proven experience in recruitment, mentoring, and continuous performance improvement.
• Customer Focus: Proven ability to manage client relationships (internal and external) at all levels of the business (both directly and virtually).
• Communication: Excellent written and verbal communication skills appropriately addressed and delivered dependant upon audience and subject matter.

• Teamwork: Strong interpersonal skills and a solid team player with strong initiative.

 WORK ENVIRONMENT:

• Work performed primarily in an office environment with occasional exposure to warehouse and distribution areas.

• Some travel may be required.

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