Team Lead

Description

A Team Lead provides a real world experience to our CSR's by linking knowledge from the classroom to the skills necessary to provide the customer with a positive experience. Team Lead's provide the necessary hands on experience in a comfortable learning environment that encourages new and current agents to practice skills learned within the new hire classroom environment. They may also be assigned to a specific team to take supervisor calls and answer questions on the team thread. When not assigned to a trainee or a team, Team Lead's also answer inbound technical and customer service calls relating to entertainment services and products, hardware systems/accessories, and customer service inquiries regarding technical support, billing, and general information requests.

Requirements

MINIMUM EXPERIENCE

• Coach/Manager Recommendation
• Index Ranking must be at 1.0 or higher
• Ability to work various shifts, including weekends and holidays
• No observed Non-Negotiable or final disciplinary actions in the last 6 months from the time of Edge consideration
• Must not be on a final for absences/late arrivals/early outs within the last 6 months
• Call Center Metrics - must meet current metric goals

PREFERRED QUALIFICATIONS

• One year in a call center environment preferred
• 6 months customer service experience

SKILLS

• Ability to read and interpret documents such as operating/maintenance/procedure instructions
• Ability to write routine correspondence
• Ability to speak effectively before groups of customers or employees of organization
• Able to type 20 words per minute and be proficient with Windows 95 or higher
• Have the ability to effectively interact with all levels of organizational staff
• Competencies include excellent presentation/facilitation, organizational, analytical, interpersonal and written/oral communication skills
• Be flexible, innovative and the ability to manage responsibilities and priorities in a fast-paced, growth-oriented and time-critical environment

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES includethe following:

• Develops New Hire Agents
• Continues development of current agents
• Demonstrates live calls
• Practicing role playing and calls with trainee
• Certifies new agents on call handling skills
• Performs hands on practice with new agents on equipment and computer software
• Provides floor support for all agent types
• Facilitate team meetings and promote each employee to check updates daily so that every employee has the most up to date information for their role.
  • Focuses on applying learning objectives from the classroom to the customer experience
  • Assists with the knowledge transfer during the on the job training process
  • Conducts discussions on the new agent's call performance and provide constructive feedback
  • Works with a small group of agents to provide answers to questions, side by side monitoring
  • Provides quality customer and technical service through one-call resolution and establishing long-term customer relationships
    • Accurately respond to questions regarding billing and payments
    • Assist customers with technical questions regarding installation, trouble shooting, and hardware operation
    • Assist customer billing by accepting payments via credit card
    • Assist Operations Department to determine call types to provide a higher level of customer service
    • Accurately respond to questions and assist customers with product features, installation, setup, troubleshooting and hardware operations
    • Assist Coach in analyzing, developing performance improvement plans, and drive improvements in the key performance indicators that our company utilizes
    • Other duties as required. This list is not meant to be a comprehensive inventory of all duties and responsibilities assigned to this position.