New Hire Team Lead

Job Category: Customer Service/Support/TrainingGeneral Responsibilities: JOB PURPOSE: (Why does this position exist):Standard Team Lead duties
The Team Lead monitors and oversees CCRs and provides administrative support to the Supervisor. They are a subject matter expert in their own department and are familiar with the impacts their department has on other departments. The Team Lead will act as a focal point for CCRs with product or procedural questions, as well as problem resolution or escalated customer concerns. They will also assist team members with employment issues and questions.
The incumbent will provide input to the Supervisor regarding the performance of each team member, based on statistical information, call monitors, and daily interactions. Whenever the Supervisor is absent, the Team Lead assumes the responsibility of the Supervisor. This includes times when the Supervisor is away at a meeting, on vacation, or during their normal days off.
The Team Lead’s scope of responsibilities is extensive. It includes, but is not limited to, payroll administration, maintaining employee time off accruals, ensuring schedule adherence, training of new employees and of new procedures, call monitoring, coaching, providing employee assessments to the supervisor which will ultimately be part of employee evaluations or disciplinary actions, problem researching, handling escalated calls, etc.
The Team Lead performs other duties, as assigned by the department Supervisor or other management staff. The Team Lead may work a changing schedule, depending on department needs.Department Specific Duties
The New Hire Team Lead will assist with new applicant interviewing and selection. Once employees are hired, the Team Lead will work with the Training Team and the New Hire Supervisor to ensure our new employees feel welcomed and comfortable in their work. The Team lead will also educate New Hires about our procedures and processes. The New Hire Team Lead works with others to deliver all selection, testing, coaching, disciplinary action and, when required, termination of employment.The Transition department may have up to 150 brand new employees at any given time. Furthermore, these employees stay in the department for only 10-12 weeks, before they are moved out of the department and on to Call Center floor. They are continually replaced by incoming new employees. Because of this high employee churn, the Team Lead is responsible for voluminous record keeping. These records range from payroll records (through Time Track) to performance documentation. These records on every employee are used by the department to make hiring decisions. Ultimately these records will be used by HR and the MoneyGram Supervisors once these employees are moved to the Call Center Floor. The Team Lead’s ability to follow through on requests, to stay organized, and to be able to multitask is critical to their success.
REQUIREMENTS
Skills and Experience Required: Excellent MoneyGram Product knowledge (required)
Excellent Decision Making and Judgment (required)
Strong Internal and external Customer Service skills (required)
Mathematical and analytical skills (required)
Strong written and oral communication skills (required)
Ability to maintain confidentiality of employee issues when appropriate.
Good Time management and the ability to work independently and with limited direction (required)
Ability to multitask (required)
Spanish/English (preferred)
Bilingual other languages (preferred)
Schedule Overtime Required _%
Travel % 0% 0 Domestic
0% 0 International