Team Lead (Hilliard,OH)
Posted on Jun 14, 2019 by HKT Teleservices
Grove City, OH
Job Id: 221
# of Openings: 8
Responsible for leading a team of Advocates to achieve results for our customers and clients. Responsible for ensuring that their team's KPI's and objectives are met, including, but not limited to: attendance, attrition, hold, and wrap, adherence, quality, compliance, and shrink.
Responsible for developing the skills of their team and effectively managing them by creating a supportive work environment, with motivation and recognition for employees to meet their goals.
Essential Functions and Responsibilities
Responsible for utilizing messaging and chat communications to monitor team and answer questions, as well as doing so in person. Responsible for keeping up on and responding to internal and client communications. Responsible for meeting and/or exceeding set goals with the group of Advocates on his/her team. Responsible for coaching and developing Advocates on his/her team as well as holding them accountable with documentation and discipline if necessary. Required to attend a weekly/bi-weekly meeting with other supervisors as set by the Manager, Operations. Responsible for completing various reports concerning their team and its objectives. Responsible for working closely with all other departments, as Operations is the hub of leadership. Required Qualifications Must exhibit leadership skills and competencies, and exhibit a positive attitude and willingness to coach and assist others.
Computer skills mandatory Work Conditions Must be able to work any shift during operating hours (8:00 am to 1:00am, Monday-Sunday) Must be able to work weekends and holidays as needed by the program May need to stand or be on feet for long periods of time