Team Leader - Customer Service Representative

Summary of Position:

As Team Leader , you are expected to lead and motivate your team to be efficient and effective in

managing the queues whilst having a full understanding of the KPI’s and SLA’s. You will support the

Service Delivery Manager and lead any projects which add benefit to the team as well as developing

your own skills.

KEY TASKS & RESPONSIBILITIES

• Establishes goals for their team members by gathering pertinent operational, customer-based, and

business-specific information.

• Identifies trends at the agent and content level and escalates to the appropriate channel.

• Maintains quality service by managing quality and customer service standards.

• Analyzing and resolving quality and customer service problems.

• Prepares and discusses NACC associate and department performance weekly or bi-weekly with team

members.

• Partnership with training and business intelligence team to develop tools and methodologies to

manage associate performance such as quality monitoring tools, KPI management, and

performance goals.

• Develop methodologies for root cause analysis of frequent call types and drive change in the

organization to minimize these calls.

• Responsible for development of associates, ensuring ongoing career growth, progression, and

solid succession planning.

• Accomplishes staff results by communicating job expectations; planning, monitoring, and

appraising job results; coaching, counseling, and performance management of associates;

developing, coordinating, and enforcing systems, policies, procedures, and productivity

standards.

• Ensure continuous process improvement through analysis, procedural evaluation, and system

enhancements.

• Manages employee teams; recruits, drives engagement, coaches, and develops staff.

• Facilitates appropriate performance management actions.

• Partner and input to workforce planning and intra-day activities to ensure appropriate level of

occupancy and cost efficiency.

• Evaluates and provides recommendations to leadership regarding staffing needs to meet service

level objectives and metrics.