Team Lead
Company: eClerx
Location: Fayetteville
Posted on: February 25, 2021
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Job Description:
Team Lead - ECLERX CUSTOMER OPERATIONSLOCATION: Fayetteville, NC
- USATYPE: Full-timeEXPERIENCE: 1 year of team management
experience working in a customer service environment
preferredEDUCATION: College Degree PreferredDEPARTMENT: Call
CenterThe Team Lead will manage Contact Center Agents in the
Customer Operations vertical. Agents receive incoming calls from
Business clients to assist with their billing inquiries, technical
troubleshooting support, new product introduction and other general
account information. The Agents will facilitate interactions,
establish rapport and promote relationships with client customers.
They are charged with effectively gaining the customer's
cooperation to work through their customer service needs, thereby,
ensuring problem resolution.In This Position, You WillPosition
Responsibilities* The Team Leader will manage up to 15 agents and
will be responsible for delivering customer and client satisfaction
through his/her group's KPI performance.* The Team Leader, in
addition to being a domain, product and process specialist, will be
accountable for KPI performance delivery of the team members
aligned to them, expected to monitor performance and create action
plans to exceed client expectations/targets.* They will be expected
to identify training needs of agents within their alignment,
coordinate with QA and KM teams to develop agent's abilities and
competencies to ensure that their performance is in line with
established eClerx and client goals.* Manage multiple metrics -
internal and external across their alignment, while maintaining
good employee morale through engagement activities* Read and create
performance reports. Make team management/coaching/training
decisions based on report data.* Audit Transactions with a goal to
meet performance/compliance targets and coach agents.* Ensure org
level policies like attendance and performance management (PCIP)
policies are implemented and followed within their alignment.*
Comply with all company rules, regulations and best practices
regarding information security and technology.* A crucial part of
this role will be to mentor direct reports to align individual
goals with those of the organization and ensure the process is
successfully meeting all business and performance
requirements.Required Skill Set/Expertise* The ideal candidate will
preferably hold a university/college degree with 1+ years of team
management experience in a Cable and/or Telecommunications Call
Center* Working knowledge of MS office (especially Outlook and
Excel) or other commonly used office suites/reporting software is a
must* Proven and successful track record of effective people
leadership within a customer relationship management (CRM)
environment* Good understanding of CRM and contact center best
practices* Ability to set and focus on clear objectives and
priorities* Previous experience in a performance driven
environment* Excellent communications skills when writing, speaking
and presenting to all stake holders* Strong negotiation,
interpersonal, written and oral communications skills - including
presentation skills.* Additional language skills such as Spanish
would be an asset* Experience in the cable and telephone industry
is an assetAbout EClerxeClerx provides business process management,
analytics, and automation services to a number of Fortune 2000
enterprises, including some of the world's leading companies across
financial services, cable & telecom, retail, fashion, media &
entertainment, manufacturing, travel & leisure, software and
high-tech. Incorporated in 2000, eClerx is one of India's leading
process management and data analytics companies and is today traded
on both the Bombay and National Stock Exchanges of India. eClerx
employs 8,500 people across its global sites in the US, UK, Italy,
Germany, and Singapore, along with its delivery centers in India
and Thailand. For more information, visit www.eclerx.com.About
Eclerx Customer OperationseClerx Customer Operations uniquely
improves customer experience and operational efficiencies by
leveraging deep domain knowledge, advanced automation, and data
analytics. We are leaders in quality monitoring and insights,
digital care services, and advanced technical operations.eClerx is
an Equal Opportunity Employer. All qualified applicants will
receive consideration for employment without regard to race, color,
religion, sex, national origin, disability or protected veteran
status, or any other legally protected basis, in accordance with
applicable law.eClerx is committed to protecting and safeguarding
your personal data. Please find our policy here.
Keywords: eClerx, Fayetteville , Team Lead, Other , Fayetteville, North Carolina
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