Team Lead- Resource (Remote)
WM, Boise, ID, United States
Job Summary
The SBS Resource Management Team Lead position collaborates with a team of Analysts to meet overall contact center objectives and enhance the customer service function to exceed all customers' expectations. The Team Lead supports the contact center by providing ongoing assistance to contact center representatives, oversight of real-time performance, and reporting of metrics.
Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
Provides daily guidance and assistance to contact center representatives
Helps to support ongoing training to new hire contact center representatives
Handles customer escalations that may require deviation from standard screens, scripts, and procedures
Oversees real-time performance of site and queue management
Monitors calls or emails and provides feedback as necessary to ensure quality standards are exceeded
Expedites sensitive operational issues and makes appropriate decisions to inform a supervisor or takes independent action if necessary
Maintains proficiency in customer service functions and, when volumes dictate, assists in responding to customer inquiries
Acts as a liaison between call center representatives, supervisory staff, and other departments
Performs administrative duties as requested
Actively participates in key departmental and divisional initiatives when called upon
Manage a team of resource analysts to organize, lead, and develop to ensure meeting work standards
Supervisory Responsibilities
This job has no direct supervisory duties, however, will provide guidance and assistance as required by management. This may include training and providing feedback to call center representatives in addition to assisting with non-routine and escalated customer calls. This position does not have hiring/termination or employee disciplinary authority.
Qualifications
Education and Experience
Education: High School Diploma or GED (accredited).
Experience: 2 years of customer service experience with a minimum of 1 year as a WM customer service representative.
Experience: 1 year or more in Resource Management as an Analyst Preferred
Certificates, Licenses, Registrations or Other Requirements
Internal candidates must be performing in an above average capacity in their current position and be an employee in good standing.
No written or final disciplinary actions of any type within 180 days prior to eligibility of achieving level status
Must have maintained a minimum average value of Meets or Exceeds Expectations on the Customer Service or other related scorecard for a twelve-month period
Proficient in MS Office
Strong keyboarding skills and words per minute
Professional verbal and email communication skills
Other Knowledge, Skills or Abilities Required
Excellent verbal, written and analytical skills
Computer skills -MS Office
Typing Skills
Professional phone and email etiquette
Ability to multitask.
Ability to react well under pressure and treats others with respect
Identifies and resolves problems in a timely manner
Prioritizes and plans work activities
Focuses on solving conflicts and listening to others without interrupting
Be punctual at work
Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards.
Balances team and individual responsibilities and helps build a positive team spirit
Adapts and able to deal with frequent changes in the work environment
Able to manage difficult or emotional customer situations and responds promptly to service requests to meet customer commitments.
Demonstrates accuracy and thoroughness to meet productivity standards in a timely manner.
The expected starting pay range for this position across the U.S. is $26-29/hr. This represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.
Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
Equal Opportunity Employer: Minority/Female/Disability/Veteran
#J-18808-Ljbffr
The SBS Resource Management Team Lead position collaborates with a team of Analysts to meet overall contact center objectives and enhance the customer service function to exceed all customers' expectations. The Team Lead supports the contact center by providing ongoing assistance to contact center representatives, oversight of real-time performance, and reporting of metrics.
Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
Provides daily guidance and assistance to contact center representatives
Helps to support ongoing training to new hire contact center representatives
Handles customer escalations that may require deviation from standard screens, scripts, and procedures
Oversees real-time performance of site and queue management
Monitors calls or emails and provides feedback as necessary to ensure quality standards are exceeded
Expedites sensitive operational issues and makes appropriate decisions to inform a supervisor or takes independent action if necessary
Maintains proficiency in customer service functions and, when volumes dictate, assists in responding to customer inquiries
Acts as a liaison between call center representatives, supervisory staff, and other departments
Performs administrative duties as requested
Actively participates in key departmental and divisional initiatives when called upon
Manage a team of resource analysts to organize, lead, and develop to ensure meeting work standards
Supervisory Responsibilities
This job has no direct supervisory duties, however, will provide guidance and assistance as required by management. This may include training and providing feedback to call center representatives in addition to assisting with non-routine and escalated customer calls. This position does not have hiring/termination or employee disciplinary authority.
Qualifications
Education and Experience
Education: High School Diploma or GED (accredited).
Experience: 2 years of customer service experience with a minimum of 1 year as a WM customer service representative.
Experience: 1 year or more in Resource Management as an Analyst Preferred
Certificates, Licenses, Registrations or Other Requirements
Internal candidates must be performing in an above average capacity in their current position and be an employee in good standing.
No written or final disciplinary actions of any type within 180 days prior to eligibility of achieving level status
Must have maintained a minimum average value of Meets or Exceeds Expectations on the Customer Service or other related scorecard for a twelve-month period
Proficient in MS Office
Strong keyboarding skills and words per minute
Professional verbal and email communication skills
Other Knowledge, Skills or Abilities Required
Excellent verbal, written and analytical skills
Computer skills -MS Office
Typing Skills
Professional phone and email etiquette
Ability to multitask.
Ability to react well under pressure and treats others with respect
Identifies and resolves problems in a timely manner
Prioritizes and plans work activities
Focuses on solving conflicts and listening to others without interrupting
Be punctual at work
Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards.
Balances team and individual responsibilities and helps build a positive team spirit
Adapts and able to deal with frequent changes in the work environment
Able to manage difficult or emotional customer situations and responds promptly to service requests to meet customer commitments.
Demonstrates accuracy and thoroughness to meet productivity standards in a timely manner.
The expected starting pay range for this position across the U.S. is $26-29/hr. This represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.
Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
Equal Opportunity Employer: Minority/Female/Disability/Veteran
#J-18808-Ljbffr