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in Clearwater, FL
Team Leader (Contact Center)
•30 days ago
Hours | Full-time |
---|---|
Location | 16120 US HWY 19 Clearwater, Florida |
About this job
NETFLIX IS GROWING!
Netflix is continuously expanding their membership. Netflix changed America with online DVD rental - Now they are changing the world with streaming! Netflix customers enjoy streaming through their PC, Mac and Apple Devices, Xbox One, PlayStation 4, Nintendo Wii-U, along with other exciting partnerships.
Together with 24-7 Intouch, we are currently seeking passionate individuals with strong management and customer service skills who want to be part of this explosive growth.
Come work for 24-7 Intouch/Netflix and "Connect People with Movies they'll Love"!
ESSENTIAL FUNCTIONS:
* Provides front line direction to Customer Service Representatives (CSRs) ensuring quality service is provided in each interaction
* Ensures that payroll information is correct, on time, and accurate for their team of CSRs - Assists with other teams when peers are absent or on leave
* Promotes professional and personal development of individual team members by administering performance evaluations, training needs, progressive disciplinary actions, and career opportunity programs
* Negotiates, mediates, and arbitrates when required with customers or CSRs in order to resolve issues and meet expectations
* Conducts advanced troubleshooting and extensive research to resolve issues regarding products and customer inquiries
* Documents and successfully communicates changes, and other information regarding customer accounts to agents to ensure accuracy and quality of service
* Learns and maintains extensive knowledge of client philosophy, promotions, products and processes to ensure quality customer service
QUALIFICATION:
* Completion of post-secondary degree or certificate with a focus on Business Management
* Must have at least 1-2 years of supervisory, leadership and/or coaching experience
* Strong leadership, analytical, problem solving and decision making skills
* Ability to work in a fast-paced, hectic, changing environment
* Ability to organize and follow-up multiple tasks/details with accuracy and timeliness
* Ability to work a variety of shifts including days, evenings, and holidays
* Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
* Ability to perform intermediate mathematical functions
* Ability to type 30 wpm minimum with accuracy
* A combination of work experience and education will be considered
Netflix is continuously expanding their membership. Netflix changed America with online DVD rental - Now they are changing the world with streaming! Netflix customers enjoy streaming through their PC, Mac and Apple Devices, Xbox One, PlayStation 4, Nintendo Wii-U, along with other exciting partnerships.
Together with 24-7 Intouch, we are currently seeking passionate individuals with strong management and customer service skills who want to be part of this explosive growth.
Come work for 24-7 Intouch/Netflix and "Connect People with Movies they'll Love"!
ESSENTIAL FUNCTIONS:
* Provides front line direction to Customer Service Representatives (CSRs) ensuring quality service is provided in each interaction
* Ensures that payroll information is correct, on time, and accurate for their team of CSRs - Assists with other teams when peers are absent or on leave
* Promotes professional and personal development of individual team members by administering performance evaluations, training needs, progressive disciplinary actions, and career opportunity programs
* Negotiates, mediates, and arbitrates when required with customers or CSRs in order to resolve issues and meet expectations
* Conducts advanced troubleshooting and extensive research to resolve issues regarding products and customer inquiries
* Documents and successfully communicates changes, and other information regarding customer accounts to agents to ensure accuracy and quality of service
* Learns and maintains extensive knowledge of client philosophy, promotions, products and processes to ensure quality customer service
QUALIFICATION:
* Completion of post-secondary degree or certificate with a focus on Business Management
* Must have at least 1-2 years of supervisory, leadership and/or coaching experience
* Strong leadership, analytical, problem solving and decision making skills
* Ability to work in a fast-paced, hectic, changing environment
* Ability to organize and follow-up multiple tasks/details with accuracy and timeliness
* Ability to work a variety of shifts including days, evenings, and holidays
* Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
* Ability to perform intermediate mathematical functions
* Ability to type 30 wpm minimum with accuracy
* A combination of work experience and education will be considered