CSR Supervisor /Team Lead (US)

Maintains a management presence on the call center floor by walking the floor while in observance of agents. Assists with questions, takes advantage of on the spot coaching opportunities, and handles irate escalations as needed. Coaches, evaluates, develops and assists Customer Service Agents regarding customer service skills and project related knowledge. Recommends measures to improve Customer Service Agents productivity, equipment performance, project productivity and quality of working environment. Trains Customer Service Agents on new or revised information relating to the services, products, or processes of the project, as well as changes or additions to company policy.Carries out supervisory responsibilities in accordance with TeleTech's policies and any applicable federal and state laws. These responsibilities include interpreting and enforcing company policies and safety regulations with Customer Service Agents. Training of employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employee or client complaints and resolving problems, including resolution of work grievances or escalation of unsettled grievances to the project manager for action.Partners with the Quality department to ensure the achievement of company and client quality goals. Works with the Quality Specialist and the Agent to evaluate the call and facilitate feedback.Acts as a liaison between Customer Service Agents and the Operations Command Center to resolve issues relating to their attendance tracking and payroll.1-3 years supervisory experience, preferably in a call center environment or participation in the ?Tap into Leadership program.?Associate's degree (A.A.) or equivalent from a two-year college or technical school or equivalent work experience, required.Knowledge of Microsoft Excel and Microsoft Word is essential.
REQUIREMENTS
See above / gj-hh