KCC Team Lead U.S.

  • Company: Adecco
  • Posted: January 24, 2017
  • Reference ID: 1655656555
Adecco seeks experienced Team Leads for 4 month long project for local reputable Tempe client!

Qualified applicants will possess financial background and understanding of financial terminology.

The customer service team leader position is responsible for providing quality and efficient service and support daily via management of a team of approximately 14 employees to include motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. Additionally, the position is responsible for assisting the manager with development, analyses and implementation of staffing, training and scheduling.

Essential Functions
Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.

Provides continual evaluation of processes and procedures.

Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.

*Provides statistical and performance feedback and coaching on a regular basis to each team member.

Ensures employees have appropriate training and other resources to perform their jobs.

Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.

Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training and scheduling

Works as a member/leader of special or ongoing projects that are important to area/process improvement.

Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.

Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.

Uses appropriate judgment in upward communication regarding department or employee concerns.

Major Responsibilities
*Lead, mentor and coach teams to exceptional performance
*Supervise an assigned team of operations administrators to achieve Brand identified targets
*Ensure that all customer expectations are exceeded
*Create a fun, friendly, and approachable team environment
*Provide recruiting support
*Conduct monthly, mid-year, and annual Performance Reviews
*Manage the daily operations of an operations team
*Handle the escalated customer cases
*Conduct monthly meetings with leadership on continuous improvement so that tools are available to provide the appropriate reports, statistics, and monitor logistics that will aid in serving our customers
*Be an early warning system by focusing attention on customer complaints, and reporting data

Pay-Rate: $22
8:30am-5pm, Monday-Friday


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