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Team Leader (Customer Service)

Company: stellar consulting
Location: Lewisville
Posted on: March 13, 2023

Job Description:

Stellar Consulting Solutions is a boutique business and technology consulting company headquartered in Atlanta, GA. We deliver high quality, agile, and experienced workforce for niche technology projects of any scale. We help forward thinking clients to solve specific problems by understanding their needs and align talent that can move fluidly
to match skill supply and demand on a real-time basis.

Stellar Consulting has a unique combination of technical and digital skills to recruit, engage, and retain qualified talent. We have a stellar reputation for striving to achieve high ethical standards. Our use of Innovative techniques and industry best practices has made us one of the fastest growing boutique firms delivering to enterprise business.
Responsible for: The Team Leader will lead and coach a team of customer experience associates. The Team Leader will receive training and is expected to have mastery and knowledge of client's features, benefits, quality and other service packages which can be made available to customers in the future. The primary responsibility is to support your team to be able to respond to customer service inquiries via phone and/or email. You would conduct performance appraisals in accordance with standard performance development/improvement plans. The Team Leader will be responsible for the achievement of contractual agreements with the client. A Team Leader is responsible for the daily management of their team's engagement and development, as well as the monitoring of the center's internal KPIs making sure they are being met. They will be responsible for working closely with the operations team. Main Activities and Responsibilities:

  • Lead and manage a team of customer experience associates to meet required contractual objectives as required
  • Maintain a thorough understanding of the Client's Service / Products in order to resolve escalated enquiries
  • Manage performance and results of your direct reports through One on Ones and Coaching
  • Complete administrative takes and requests from all relevant stakeholders
  • Challenge, change and control processes for efficiency and effectiveness
  • Complete all necessary training requirements and professional development opportunities, self and team. This includes immersion yourself as a customer experience associate in the initial stages of your employment to understand the ins and outs of the business
  • Conduct Monthly Performance Reviews to maximize performance
  • Drive efficiency and process improvement based on customer and client feedback
  • Contribute and facilitate fun and culture of Probe
  • Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace. Core Competencies: Leadership
    • Provide leadership and support for direct reports, appraise their performance
    • Ensure team and individual Key Performance Indicators (KPIs) are met
    • Role model and hold others accountable for demonstrating our values and behaviors
    • Lead function, team, self and others through change, whilst maintaining operational effectiveness
    • Drive improvements in team
    • Drive and implement innovation and improvement in team Systems Processes and Policy
      • Ensure all policies and procedures are adhered to, including compliance obligations
      • Implement functional organizational design and optimal workforce planning
      • Ensure key function policies are in place and are current
      • Drive and implement operational excellence in function / line of business
      • Ensure compliance within function / line of business Client and Stakeholders
        • Establish and maintain effective working relationships with Managers and peers, employees and key stakeholders
          • Establish and maintain internal and external collaborative relationships, including with functional and industry associations, managers, peers and direct reports
            • Establish and manage effective relationships with key stakeholders, internal and external, including with functional and industry associations, vendors, Board and Executive team Financial
              • Where appropriate implement and adhere to budgets and focus self and team on growth and cost management
                • Develop, implement and effectively manage functional budgets and forecasts
                • Focus team on growth and cost management Key Skills and Capabilities:
                  • Problem solving and conflict resolution skills
                  • Excellence in service delivery
                  • Proficient written and oral communication skills
                  • Ability to analyze data
                  • Ability to motivate and lead teams
                  • Sound business acumen
                  • Ability to build relationships and work collaboratively with clients and organizational peers
                  • Efficient and accurate typing ability
                  • Ability to work autonomously, employ initiative to find solutions, prioritize and exercise discretion
                  • Addresses and resolves conflict constructively
                  • Ability to build rapport quickly and effectively
                  • Maintains service quality under time pressures
                  • Commercial Aptitude
                  • Attention to detail
                  • Negotiation skills
                  • Analytical skills Qualifications and Typical Experience:
                    • 2 years plus experience in a Team Leader position or related industry (desirable)
                      • French Canadian language skills, written and verbal (desirable) Other Position Requirements:
                        • Subject to business demands, additional hours may be required
                        • Travel to Philippines and other company sites from time to time
                        • Passport (required)

Keywords: stellar consulting, Lewisville , Team Leader (Customer Service), Hospitality & Tourism , Lewisville, Texas

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