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Team Leader (Onsite) Greenville, SC - Overnight Shift

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Transcom is seeking a Team Leader for their Greenville, SC location to manage and coach a team of Customer Service Advisors. This onsite role focuses on performance management, KPI achievement, and ensuring adherence to client guidelines. The position requires strong leadership and communication skills, with an overnight shift schedule.

Ansvarsområden

  • Evaluate and coach Customer Service Advisors' performance.
  • Develop talent and manage direct reports.
  • Monitor real-time adherence and call activities.
  • Track and report on key metrics.
  • Identify, address, and escalate risks.
  • Lead team of Customer Service Advisors.
  • Coach, develop, motivate and support direct reports.
  • Promote efficiency and achievement of targets.
  • Collaborate with peers, leadership, and support teams.
  • Lead by example in progressive discipline procedures.
  • Drive a culture of accountability and continuous improvement.
  • Prioritize objectives and execute solutions for performance issues.
  • Communicate key messages effectively to direct reports.
  • Monitor CSAs and provide regular feedback.
  • Participate in calibration sessions.
  • Be involved in problem-solving and propose process improvements.
  • Implement and respect Transcom standard practices.
  • Conduct yourself in a manner consistent with organizational values.
  • Drive and foster a culture of positive performance.
  • Make Transcom an enjoyable place to work.

Krav

  • Proven track record of performance management, development of talent, and coaching effectiveness.
  • Dependable and consistent.
  • Nimble thinking, high energy, passion and persistent, resourcefulness.
  • Excellent communication skills including active listening, empathy, concise, and clarity.
  • Passion for coaching excellence, providing constructive feedback, and developing talent.
  • Positive outlook, enthusiastic team player attitude.
  • Driven by delivering results.
  • Strong communication skills - verbal and written in the English language.
  • A good understanding of CRM best practices.
  • Ability to set SMART targets.
  • Ability to analyze results and make decisions based on data and facts.
  • Understand basic mathematics needed for reporting, analysis, and differentiation purposes.
  • Strong organizational and time management skills.
  • Focused on setting clear objectives and priorities.
  • Good understanding of mobile and computer technology.
  • Ability to provide a quiet distraction-free work environment.
  • Ability to work a flexible schedule including nights, weekends, and holidays.
  • Successful verification of minimum internet speeds.
  • Successful completion/passing of criminal background check.
  • At least 18 years or older.
  • A high school diploma, or GED.
  • Able to successfully pass a drug test.
  • Able to work an overnight shift from 10:00pm - 7:00am ET.

Önskade kvalifikationer

  • 2-5 years of leadership experience in a contact center/BPO experience.
  • Direct reports of at least 10 people.
  • Have worked in a self-driven environment.
  • Previous experience managing a team in both onsite and virtual environments.
  • Knowledge and understanding of Transcom procedures.

Förmåner

  • Position as a Transcom employee.
  • Paid Vacation Time.
  • Benefits for you and your family - Medical, Dental, Vision.
  • 401(k) investment options, with employer-match opportunities.
  • Employee Assistance Program.
  • Ability to develop your skills and grow your career.
  • An opportunity to work for a company passionate about people.
  • Career advancement.
  • Full gym - free to employees.
#customer service#team leadership#operations#overnight shift
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Företag

Transcom

Publicerade jobb

för 1 vecka sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Greenville, United States

Kvalifikation

Yrkeshögskola

Sökande

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