FayettevilleRecruiter Since 2001
the smart solution for Fayetteville jobs

Team Lead

Company: eClerx
Location: Fayetteville
Posted on: February 25, 2021

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

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Other Jobs


Hair Stylist - Gateway Plaza
Description: StylistAt Great Clips, we know that stylists like you are most happy when they're cutting hair, so at a Great Clips salon, that's exactly what you get to do Want to be the best
Company: Great Clips
Location: Wilson
Posted on: 02/28/2021

Postmates - Earn Extra Cash
Description: Postmates has the largest on-demand fleet in the U.S. with 200,000 Postmates, and an equally extensive network of merchants. While some companies try to build a warehouse outside of a city and funnel (more...)
Company: Postmates
Location: Chapel Hill
Posted on: 02/28/2021

Academic Fellow
Description: Great Oaks Charter Schools and partner schools br In partnership with AmeriCorps br About Great Oaks Charter Schools br What sets Great Oaks schools apart from other college preparatory charters (more...)
Company: Great Oaks Foundation
Location: Chapel Hill
Posted on: 02/28/2021


Part Time - List your Garage or Parking Space - $300/mo
Description: Neighbor Parking Storage Host Rent out your parking space or your garage and earn 4,000 / year We are looking for side hustlers and passive income lovers to join Neighbor as independent hostsNeighbor (more...)
Company: Neighbor.com
Location: Chapel Hill
Posted on: 02/28/2021

Runner
Description: GENERAL SUMMARY The Runner primary job responsibility is to run food to the guests ordering from the theaters. The incumbent will be expected to interact with guests, fellow staff members, and supervisors (more...)
Company: Silverspot Cinemas
Location: Chapel Hill
Posted on: 02/28/2021

Neighbor Host - Earn $300/mo by Listing Your Space for Storage
Description: Neighbor Parking Storage Host Rent out your parking space or your garage and earn 4,000 / year We are looking for side hustlers and passive income lovers to join Neighbor as independent hostsNeighbor (more...)
Company: Neighbor.com
Location: Chapel Hill
Posted on: 02/28/2021

Start Working From Home Today
Description: We are a 26 year old reputable national healthcare and dental benefits discount company
Company: Living Healthy
Location: Rocky Mount
Posted on: 02/28/2021

QA Tech Rep
Description: Essential functions: ul li Physically inspect roof installations for quality and workmanship. li Issue the roof warranty in accordance with the Duro-Last specifications. li Make repairs to Duro-Last (more...)
Company: Duro-Last Inc.
Location: Rocky Mount
Posted on: 02/28/2021

Hair Stylist - New Hope Commons
Description: StylistAt Great Clips, we know that stylists like you are most happy when they're cutting hair, so at a Great Clips salon, that's exactly what you get to do Want to be the best stylist
Company: Great Clips
Location: Chapel Hill
Posted on: 02/28/2021

Runner
Description: GENERAL SUMMARY The Runner primary job responsibility is to run food to the guests ordering from the theaters. The incumbent will be expected to interact with guests, fellow staff members, and supervisors (more...)
Company: Silverspot Cinemas
Location: Chapel Hill
Posted on: 02/28/2021

Log In or Create An Account

Get the latest North Carolina jobs by following @recnetNC on Twitter!

Fayetteville RSS job feeds