manager

JOB DESCRIPTION:

• Summary/Objective
  The customer service team leader position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving.
• Additionally, the position is responsible for assisting the manager with development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.

RESPONSIBILITIES:

• Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provides statistical and performance feedback and coaching on a regular basis to each team member.
• Writes and administers performance reviews for skill improvement.
• Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
• Ensures employees have appropriate training and other resources to perform their jobs.
• Responds to and resolves employee relations issues expressed by team members.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Addresses disciplinary and/or performance problems according to company policy.
• Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
• Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
• Works as a member/leader of special or ongoing projects that are important to area/process improvement.
• Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
• Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
• Uses appropriate judgment in upward communication regarding department or employee concerns.

COMPETENCIES:

• Communication Proficiency.
• Customer/Client Focus.
• Organizational Skills.
• Performance Management.
• Problem Solving/Analysis.
• Technical Capacity.

Supervisory Responsibility

• This position manages all employees of the department and is responsible for the performance management. He/She will also support in hiring of the employees within that department.