Customer Support Leader - Telecom

POSITION SUMMARY:

The customer service team leader position is responsible for providing quality and efficient customer service to customers. The position is responsible for assisting the Service Delivery Manager with development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs

ESSENTIAL FUNCTIONS:

- 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.

- 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.

SKILLS AND ABILITIES:

- Communication Proficiency.

- Customer/Client Focus.

- Leadership.

- Organizational Skills.

- Performance Management.

- Problem Solving/Analysis.

- Technical Capacity