Team Leader

What will you do?

Responsible for evaluating and coaching their Customer Service Advisors performance, developing talent by “building their bench”, monitoring real-time adherence call activities, tracking and reporting on key metrics, and identifying, addressing, and escalating risks as applicable.

People

• Lead team of Customer Service Advisors

• Coach, develop, motivate and support direct reports to ensure they are providing best-in-class customer service on all customer interactions 

• Promote efficiency and achievement of targets, supporting CSA attainment of performance incentives

• Collaborate constructively with peers, leadership, and support teams such as Quality Assurance and Training to share and leverage others best practices

• Open to feedback and guidance from leadership

• Keep motivation high by adapting virtual leadership style to individual needs

• Create culture and environment conducive for Customer Service Advisor success by promoting and recognizing personnel and initiatives to drive positive engagement and performance.

• Maintain high employee engagement and satisfaction 

• Lead by example, responsibility, and accountability for taking the correct required action on progressive discipline procedures.

Performance

• Drive culture of accountability, continuous improvement, and personal excellence

• Self reliant - prioritize objectives, identify, assess, and execute solutions for performance issues or areas of improvements

• Accountable and full responsibility for direct reports and team key performance target achievements.

• Understand and meet Key Performance metrics and targets.

• Review and evaluate performance reports to identify strengths and opportunities.

• Create individual targets for each direct report through customized coaching plans.

Quality

• Communicate key messages effectively to ensure that direct reports are well informed about procedural changes or incidents that may impact them or their customers

• Prioritize objectives with little-to-no assistance, finding issues and creating and executing on solutions that address those issues

• Work output is prioritized, utilizing proper time management and accuracy

• Monitor CSA's ensuring that each advisor receives feedback regularly, in conjunction with review of live and recorded call observations

• Participate in Transcom and client calibration sessions

Additional Specific Duties & Responsibilities

• Be actively involved in problem solving and propose improvements to processes

• Implement and respect Transcom standard practices

• Conduct yourself in a manner consistent with the values of the organization

• Drive and foster a culture of positive performance

• Make Transcom an enjoyable place to work for everyone

Qualification and experience

To qualify for this role you must have/be…

• Proven track record of performance management, development of talent, and coaching effectiveness

• Dependable and consistent

• Nimble thinking, high energy, passion and persistent, resourcefulness

• Excellent communication skills including active listening, empathy, concise, and clarity

• Passion for coaching excellence, providing constructive feedback, and developing talent

• Positive outlook, enthusiastic team player attitude

• Driven by delivering results

• Strong communication skills - verbal and written in the English language  

• A good understanding of CRM best practices; have ability to set SMART targets

• Ability to analyze results and make decisions based on data and facts 

• Understand basic mathematics needed for reporting, analysis, and differentiation purposes

• Strong organizational and time management skills

• Focused on setting clear objectives and priorities

• Good understanding of mobile and computer technology 

• Ability to provide a quiet distraction-free work environment 

• Ability to work a flexible schedule including nights, weekends, and holidays

• Successful verification of minimum internet speeds that meets Transcom and client minimum requirements 

• Successful completion/passing of criminal background check 

It will help if you have…

• 2-5 years of leadership experience in a contact center/BPO experience

• Direct reports of at least 10 people

• Have worked in a self-driven environment

• Previous experience managing a team in both onsite and virtual environments

• Knowledge and understanding of Transcom procedures