Team Leader (Outbound Account)
ABOUT THE JOB
- Provides front line direction to Customer Service Representatives (CSRs) ensuring quality service is provided in each interaction
- Ensures that payroll information is correct, on time, and accurate for their team of CSRs - Assists with other teams when peers are absent or on leave
- Promotes professional and personal development of individual team members by administering performance evaluations, training needs, progressive disciplinary actions, and career opportunity programs
- Negotiates, mediates, and arbitrates when required with customers or CSRs in order to resolve issues and meet expectations
- Conducts advanced troubleshooting and extensive research to resolve issues regarding products and customer inquiries
- Documents and successfully communicates changes, and other information regarding customer accounts to agents to ensure accuracy and quality of service
- Learns and maintains extensive knowledge of client philosophy, promotions, products and processes to ensure quality customer service
JOB REQUIREMENTS
- Completion of post-secondary degree or certificate with a focus on Business Management
- Must have at least 1-2 years of supervisory, leadership and/or coaching experience
- Strong leadership, analytical, problem solving and decision making skills
- Ability to work in a fast-paced, hectic, changing environment
- Ability to organize and follow-up multiple tasks/details with accuracy and timeliness
- Ability to work a variety of shifts including days, evenings, and holidays
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
- Ability to perform intermediate mathematical functions
- Ability to type 30 wpm minimum with accuracy
- A combination of work experience and education will be considered
Location Details
14001 East Iliff Avenue Denver, CO 80014
View Company Profile
Team Leader (Outbound Account)
Location:
Denver, CO
Employment Type: Full-Time
Salary:
$N/A -
$N/A /per year
Skill Level: Associate
Category:
Customer Service, Hospitality, Marketing