Job description

The Team Leader (TL) is directly responsible for performance management inclusive of all Transcom and client specific Key Performance Indicators (KPI). To effectively manage his/her team, the Team Leader will primarily be focused on preparing and executing effective coaching conversations, managing performance and accountability, and ensuring Customer Service Advisors (CSA) are following Transcom and client guidelines and procedures.

Responsible for evaluating and coaching their Customer Service Advisors performance, developing talent by “building their bench”, monitoring real-time adherence call activities, tracking and reporting on key metrics, and identifying, addressing, and escalating risks as applicable.

People

• Lead team of Customer Service Advisors

• Coach, develop, motivate and support direct reports to ensure they are providing best-in-class customer service on all customer interactions

• Promote efficiency and achievement of targets, supporting CSA attainment of performance incentives

• Collaborate constructively with peers, leadership, and support teams such as Quality Assurance and Training to share and leverage others best practices

• Open to feedback and guidance from leadership

• Keep motivation high by adapting virtual leadership style to individual needs

• Create culture and environment conducive for Customer Service Advisor success by promoting and recognizing personnel and initiatives to drive positive engagement and performance.

• Maintain high employee engagement and satisfaction

• Lead by example, responsibility, and accountability for taking the correct required action on progressive discipline procedures.

Performance

• Drive culture of accountability, continuous improvement, and personal excellence

• Self reliant - prioritize objectives, identify, assess, and execute solutions for performance issues or areas of improvements

• Accountable and full responsibility for direct reports and team key performance target achievements.

• Understand and meet Key Performance metrics and targets.

• Review and evaluate performance reports to identify strengths and opportunities.

• Create individual targets for each direct report through customized coaching plans.

• Assist in monitoring the Zendesk queue and ensure the high priority tickets are handled within the SLA.

• Monitor team member queues when they are out of office to ensure customers are being handled quickly and efficiently.

Quality

• Communicate key messages effectively to ensure that direct reports are well informed about procedural changes or incidents that may impact them or their customers

• Prioritize objectives with little-to-no assistance, finding issues and creating and executing on solutions that address those issues

• Work output is prioritized, utilizing proper time management and accuracy

• Monitor CSA's ensuring that each advisor receives feedback regularly, in conjunction with review of live and recorded call observations

• Participate in Transcom and client calibration sessions

Additional Specific Duties & Responsibilities

• Be actively involved in problem solving and propose improvements to processes

• Implement and respect Transcom standard practices

• Conduct yourself in a manner consistent with the values of the organization

• Drive and foster a culture of positive performance

• Make Transcom an enjoyable place to work for everyone

Qualification and experience

To qualify for this role you must…

• Proven track record of performance management, development of talent, and coaching effectiveness

• Dependable and consistent

• Nimble thinking, high energy, passion and persistent, resourcefulness

• Excellent communication skills including active listening, empathy, concise, and clarity

• Passion for coaching excellence, providing constructive feedback, and developing talent

• Positive outlook, enthusiastic team player attitude

• Driven by delivering results

• Verbal and written in the English language

• Have a good understanding of CRM best practices; have ability to set SMART targets

• Ability to analyze results and make decisions based on data and facts

• Understand basic mathematics needed for reporting, analysis, and differentiation purposes

• Have strong organizational and time management skills

• Be focused on setting clear objectives and priorities.

• Good understanding of mobile and computer technology

• Ability to provide a quiet distraction-free work environment

• Ability to work a flexible schedule including nights, weekends, and holidays

• Successful verification of minimum internet speeds that meets Transcom and client minimum requirements

• Successful completion/passing of criminal background check

It will help if you…

• 2-5 years of leadership experience in a contact center/BPO experience

• Direct reports of at least 15 people

• Have worked in a self-driven environment

• Knowledge and understanding of Transcom procedures

• Knowledge and proficiency in the following systems:

• Zendesk

• Admin

• WOMS

• OMS

• Teams

• ServiceNow (IT Ticketing System)

About Transcom
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 60 contact centers across 25 countries, delivering services in 33 languages to international brands in various industry verticals.

Right now, we are growing our virtual footprint in North America and currently hire remote employees in 32 states and 6 Canadian provinces. Proud to be recognized by FlexJobs as #12 on their list of the Top 100 companies to watch for remote work in 2022.

We are the voice of our clients. We are Transcom.

We are passionate about people and look forward to meeting you!

Important Information about the Application and Interview Process at Transcom:

• Transcom will never ask for your personal information until after you have been given a written offer of employment that comes after a live interview with a recruiter.
• Transcom will never invite you to an interview without you first successfully completing our entire application process, including assessments.
• Transcom will never ask you to pay to get a job from us. We have no registration fees and Transcom pays for your background check.
• Transcom will never send you a check to purchase equipment.
• Transcom will never ask you to send any money to a third party.
• Transcom will never ask you to purchase gift cards.
• Transcom uses Adobe Connect in our interviews, not Skype, Telegram or Zoom.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Work Location: One location

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