Team Lead - Customer Care Center (Marshfield Call Center)

Mason Companies Inc.
Job Description
POSITION PURPOSE:
The Customer Care Center Team Lead is responsible for providing support and supervision of the day-to-day activities of the Customer Care Representatives; ensuring they are providing world-class customer service. 
 
ESSENTIAL POSITION FUNCTIONS:
  1. Inspire, motivate and lead customer care contact center team members to perform at their highest level handling all customer care contacts in a timely, efficient and knowledgeable manner.
  2. Provide daily direction and communication to customer care team, creating and maintaining a high-quality, professional and fun work environment.
  3. Provide workforce management at the Lead Desk including but not limited to:
  4. Monitoring real time queue and adjusting back-office work needs to ensure inbound customer calls are handled as a priority.
  5. Handle the Lead Desk / Attendance Line and assist with scheduling including planned and unplanned adjustments and coding.
  6. In coordination with the Workforce Manager, provide real-time staffing adjustments based on call volume (asking for volunteers to stay longer or leave early).
  7. Provide real-time support answering questions for the customer care team on how to properly handle customer contacts.
  8. Timekeeping and payroll approval for customer care associates. 
  9. Escalation point of contact during any outages
  10. Responsible for opening and closing procedures and handling escalations for issues impacting the contact center such as safety, outages, weather or other site-level emergencies.
  11. Monitor staff performance by observing all communication channels to ensure world-class quality of service. 
  12. Manage team and individual performance to ensure key metrics are being met through coaching, continuous improvement and performance evaluations.  
  13. Empathetically respond to employees who experience work and/or personal problems, providing appropriate coaching, direction and resolution; appropriate judgment in upward communication in escalating or sharing information with Contact Center Supervisors, Manager, Director or Human Resources is of upmost importance.  
  14. Provide back-up for all order processing/customer service functions during high volume times of days; peak and off-peak weeks. 
  15. Assist in professional development and training and continuous education. 
  16. Complete and/or coordinate department projects as assigned.
  17. Provide continual evaluation of processes and procedures and suggest methods to improve area operations, efficiency and service to both internal and external customers.
PERIODIC OR SECONDARY POSITION FUNCTIONS:            
  1. Assist in maintaining department records.
  2. Represent the Mason Virtual Contact Center on assigned task forces and projects.
  3. Provide assistance in other office support areas as assigned.
The above listing of essential and periodic functions is not an inclusive listing of all duties that may be required to be performed.
 
SUPERVISORY RESPONSIBILITIES:
  1. This position is responsible for providing daily direction to the customer care center representative team and assigned team members.
COMPETENCIES:
  1. Excellent communication skills both verbal and written.
  2. Intrinsic desire to help people and be an employee advocate.
  3. Strong customer service skills.
  4. Strong organizational skills.
  5. Excellent problem solving and analysis skills.
  6. Strong computer skills and experience with Microsoft Office products.
EDUCATION and/or EXPERIENCE:
  1. High school graduate or equivalent.  Associate degree in related field preferred.
  2. Two years or more in a customer service role, previous contact center experience preferred.
  3. Prior experience as a team leader or supervisor preferred.
  4. Experience in training helpful.

SCHEDULE:

Tuesday - Friday; 1:30 pm -10:00 pm
Saturday: 11:30 am - 8:00 pm
Contact Information