Call Center Operations Team Leader - MPCSG, Inc - Virginia Beach

Call Center Operations Team Leader

MPCSG, Inc Virginia Beach, VA


Our Company Group offers strategic advice to help you with the complex problems related to your global services. Through our practical consulting, original research and industry resources, we help you get the maximum value from your back- and middle-office services.

Our advisors — equipped with our function-specific research — possess the comprehensive knowledge in wide range of areas including IT Infrastructure, IT applications, Finance and Accounting, Human Resources, Procurement and Contact Center Services. They will complement your internal team’s focused experience and expertise with a broad view informed by our work with multiple projects in your functional area.

JOB SUMMARY

Responsible for the daily one-on-one supervision and management of all support professionals on assigned team, typically a minimum of 15 direct reports. Ensures service delivered to our customers meets needs and contractual obligations of our clients through the management of operational activity of the team. Under the direction of the Service Delivery Manager, the Team Manager implements systems and processes to achieve client-specified metrics while providing development opportunities to our support professionals.

RESPONSIBILITIES:

Must have experience coaching sales.
Lead team members, foster their professional development and growth, and promote teamwork and cooperation.
Provide day-to-day supervision and management of directly assigned team of support professionals. Ensure that support professionals have a clear understanding of performance expectations, that they are properly trained and that they have the tools they need to perform at high levels of productivity.
Conduct call-coaching training sessions each week. Provide feedback to support professionals on other daily performance and behavioral activities in a timely manner. Communicate expectations to new employees and provide timely business updates and changes.
Under the direction of the Service Delivery Manager, manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with site leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities.
Work with Service Delivery Manager to resolve personnel issues in a professional and timely manner. Implement all disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency. Document issues, actions taken and plan for follow-up for support professional’s HR file.
Administer payroll in accordance with company policy and procedures.
Proactively manage Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice. Evaluate the need for advanced actions based on attendance data and act accordingly.
Provide escalation support to support professionals by providing guidance in problem solving customer issues. Use all available resources to resolve these issues as efficiently as possible.
Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from support professionals.
Schedule and coordinate team activities.
Coach and mentor support professionals to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plan for improvement. Be prepared to take more formal action when goals not achieved.
Prepare, process and conduct annual performance appraisals for assigned support professionals on time. Manage the appraisal process within the team by conducting a three month job discussion with new employees and an annual review.
Maintain open communication with all team members. Act as a resource for answering questions, resolving product and policy questions.
Partner with Human Resources to screen, interview and hire support professionals for contract. Ensure that effective training and mentor resources are provided for all employees.
Attend required manager development training.
Team with support organizations (Quality and Learning, Operations Planning, Human Resources etc.) to evaluate process improvement opportunities.
Stay current on internal work processes, policies and procedures.
Responsible for understanding and complying with all company and team policies and procedures.
Other duties as assigned.

Qualifications

Skill in providing an exceptional customer experience.
Skill in verbal and written communication to analyze, interpret and address customer needs.
Knowledge of contact services industry and best practices.
Knowledge of PC applications.
Ability to work with minimal guidance or supervision in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
Ability to motivate and mentor team, presenting new opportunities and challenges for additional development.
Skill in providing outstanding customer service through support of escalated customer issues.
Ability to defuse situations, get to the issue and solve the problem.
Skill in time management and multitasking.
Skill in providing constructive feedback to others.
Proven success in motivation and leadership.
Demonstrated ability to coach and develop others to achieve desired results.
Ability to make quick, accurate and appropriate decisions.
A proven common sense approach to balancing business and employee needs
A commitment to work staggered support hours in a 24-hour, 7-day working week
Minimum 1 - 3 years customer service experience.
Minimum of 1 - 2 years of leadership experience.

Our team will provide you a new level of insight to successfully address the rising pressure to delivery ROI quickly within the already challenging service delivery environment —whether that means optimization of your existing internal services, creation or transformation of your shared service center or global in-house center (GIC), outsourcing your services, or incorporating a blended or hybrid solution.