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Temporary Team Lead

Company: TeleTech Holdings, Inc.
Location: Temple
Posted on: May 15, 2019

Job Description:

Temporary Team LeadOperations team leads are responsible for a team's performance, development and coaching, to meet both TTEC and client goals. This is a seasonal position.Team Leads responsibilities and expectations include, but are not limited to:Focus on team performance provide motivation and support to enhance engagement and success in attaining targets and goals. Hold team accountable for meeting performance indicators/metrics using reporting tools, such as Kronos and Empower, scheduling team meetings, one-on-ones, and monitoring calls. Available for support for associate questions, issues, and customer escalations. Ensure a quality customer experience on every call, resolution of issues, attendance, reliability, and reduction of attrition. Lead staff in accordance with policies and procedures of TTEC. Responsible to meet team productivity, performance and quality goals. Ensuring good communication with managers and other team leads. Monitor calls, gathering information from applicable systems, analyzing data, process, and leading efforts to improve performance.Key Performance Objectives:1. Achieve 100% of goals for the teamActively implement strategies and initiatives to enable the business to achieve its objectives. Communicate the core KPI targets to the team. Establish metrics for success, set clear daily priorities, and drive the team to meet goals. Understand the key business objectives, timeframes, and requirements associated with each goal.2. Manage day-to-day operations, processes, and reportingProvide leadership, engagement, performance management, communication, and development of associate staff. Available for support for team's questions and issues. Respond to agent emails within 24 hours for high priority issues/requests, and 48 hours for non-urgent issues/requests. Ensure resolution of issues. Accountable for team reliability, schedule adherence, and working knowledge of Empower.3. Deliver excellent customer service and communication to managementRespond to all issues as appropriate. Maintain a positive, respectful, and caring attitude. Communicate problems clearly and collaborate with direct reports/stakeholders that issues will be resolved quickly with a minimum of long term impact. Proactively share all issues with management/others as needed. Take personal responsibility for problems and solutions.Keep manager apprised of developments that impact the optimal performance, engagement, development, and provide counsel and guidance in employee relations matter.4. Develop, coach, support, and evaluate associates on the teamResponsible for development of associate employees. Coach how to use Empower effectively. Establish team goals and performance objectives. Provide feedback to staff via chat and phone. Hold team accountable for meeting all performance indicators/metrics, using reporting tools and techniques. Provide constant coaching to associates, one-on-one sessions, and design action plans as applicable to improve performance.5. Ensure team has tools, systems, and support needed to perform their jobQualifications:* Minimum of 1 year Team Leader or Supervisory experience is preferred* Strong verbal and written communication skills are required* Previous coaching experience & customer service experience are required* Working knowledge of computer applications such as MS Office (Excel, Outlook, PowerPoint), Oracle, Kronos, and/or ability to learn technology quickly* High level of integrity, honesty, and judgment are required* Must have the ability to manage multiple, complex, on-going tasks and/or projects and be able to solve problems and troubleshoot* Possess the ability to lead and partner with others successfully* Demonstrates open, honest, enthusiastic, and empathetic manner when dealing with people* Strong attention to detail and a desire to follow procedures* Ability to work in a fast paced environment - working flexible shifts as requiredNotice to external Recruiters and Recruitment Agencies: TTEC does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC , and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC .Employment Requirements: TTEC requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC is an Equal Opportunity Employer.'1579344

Keywords: TeleTech Holdings, Inc., Temple , Temporary Team Lead, Other , Temple, Texas

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