What are the responsibilities and job description for the Team Leader | Eastwood position at Ubiquity?
The Responsibilities:
- Manage a team of agents to achieve or exceed goals and key performance indicators by periodic coaching and mentoring.
- Ensure that agents are informed and trained on product and system updates necessary to perform their tasks effectively.
- Conduct business reviews and performance management activities to assist in the agents continuous development.
- Perform floor support duties as a subject matter expert on policy and procedural items and handle escalated calls when needed.
- Assist in queue management using the tools available to them and in coordination with the Global Command Center.
- Prepare and submit all required reports (which includes but not limited to performance reviews, Agent KPI performance, scorecards, case analysis) to the Operations Manager.
- Attend internal and external calibration sessions and other client meetings.
- Perform administrative and other similar tasks, as assigned.
- Act as a liaison between the management / Human Resources group and the agents. This means all matters pertaining to benefits, grievances and other HR concerns should be escalated to the proper authorities for immediate and appropriate action.
- Conduct team building activities and design performance-based incentive programs in accordance with documented policies.
- Ensure that the agents conduct themselves in accordance with the Employee Handbook and other policies that may be enforced at any given time.
Qualifications:
- At least 2 years experience in Customer Support or Financial
- At least 2 years experience in practical development skills coaching
- Proven experience managing 10 or more employees
- Strong working knowledge of PC based Internet and software applications
- Ability to maintain highly confidential information
- Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results
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