Team Manager Customer Experience - French

JOB SUMMARY

Performs moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is exercised over 20 – 24 subordinate personnel.

JOB RESPONSIBILITIES

• Provides regular supervision and mentorship over subordinate staff
• Ensure regular and effective communication with subordinate staff on performance, goals, and coaching
• Facilitates daily agent coaching and development sessions in both written and verbal format
• Participates in client related activities to include client calibration sessions and project planning
• Identify and address agent training needs
• Manage team’s time entry to ensure 0% discrepancy rate
• Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc.)
• Manage financial implications of attrition and attendance by maintaining program-specific goals
• Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)
• Completion of weekly Team Manager Scorecard for review with Operations Manager

OTHER RELATED DUTIES

Diffuse irate customer calls as applicable

Provide agent support via handling escalated calls, as needed

Maintain up-to-date employee files and documentation

Ensure high level customer service is being practiced by all subordinate staff

JOB REQUIREMENTS

Minimum Education and Experience :

High School Diploma or GED required

2 years of experience as a Team Lead

Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following :

1. Excellent oral and written communication skills

2. Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance

3. Establish a team environment by coordinating / cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives

4. Successful completion of two management level interview

5. Time management skills and computer proficiency

6. Objectivity, professionalism, and maturity

7. Flexibility and demonstrated ability to adapt well in a changing environment

Preferred (Not required) :

Bachelor’s degree desirable

Licenses and / or Certifications :

None

Knowledge, Skills and Abilities :

Excellent oral and written communication skills

Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance

Establish a team environment by coordinating / cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives

Time management skills and computer proficiency

Objectivity, professionalism and maturity

Flexibility and demonstrated ability to adapt well in a changing environment

Previous sales experience preferred

Work Environment :

Running day to day operations-100% (Of this time, 20% is devoted to administrative duties, 20% to client related activities such as calibration sessions, project planning, etc., and 60% to the development of Customer Care Consultants).

Physical Demands :

None