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Position Title: Assistant Team Lead – Customer Care
Team/Area: Customer Care/Contact Center
Reports To: Team Leader - Customer Care
Salary: Commensurate with experience
NIIT Media Technologies (NMT) is the world’s first solutions and services firm to provide media companies with comprehensive, media industry-specific, business and IT solutions and both front- and back-office operations delivery. With a track record of nearly 100 years of media industry, business process and technology expertise, NMT helps media companies enhance their operational efficiency, reduce their operating expenses and increase their revenue.
Job Summary:
Reporting to the Team Lead – Customer Care, this position is responsible for assisting the team lead in supporting the overall operation of a large 24/7/365 call center. This position assist is the service delivery execution including achieving call center performance metrics, assisting with implementation of strategic plans, employee morale, and personnel management. This position will work hand-in-hand with the Team Lead – Customer Care and the Customer Care/Contact Center leadership team in all daily operational needs.
Job Responsibilities:
• Assist in oversight of performance and delivery for a team of Customer Care Business Representatives (CCBR).
• Able to handle customer calls efficiently and effectively during periods of high call volumes, under-staffed periods and as directed by leadership.
• Identify opportunities and deliver coaching and development to improve CCBR service delivery, customer retention, attendance, morale and overall performance.
• Ability to handle a fast paced environment and constantly monitor call volume to assist in making staffing changes as needed.
• Coordinate with customer care leadership team to analyze information, issues, situations and procedures to help define objectives, identify patterns and formulate conclusions.
• Responsible for partnering with peers to ensure proper protocols are communicated and followed and client satisfaction is maximized.
• Work directly with team leader and Customer Care leadership to set and achieve goals for contact center business.
• Work with team leads, peers, business units and customers to quickly identify and resolve escalated issues.
• Ability to work independently and follow through on assignments with minimal supervision.
• Other duties as assigned.
Leadership Responsibilities:
• Provide day-to-day support to CCBR team.
• Ability to interact and help lead a culturally-diverse staff.
• Assist in monitoring team performance, progress, and achievements for a team of CCBR’s.
• Mentor customer care business representatives to identify their career interests and take proactive action towards personal, professional and business growth.
• Assist contact center team leaders and other contact center leaders and provide backup coverage as needed.
• Work to retain talented team members and ensure high quality service and delivery to our clients and customers through efficient and effective operations.
• Help teams to meet production metrics at the team level and detect trends and make proactive adjustments to maintain service levels.
Travel:
Less than 5% travel
Requirements:
• 1-3 years of contact center or relevant work experience
• Excellent oral and written communication skills
• Proficient with Microsoft Office Suite
• Strong focus on customer service
• Availability to work varying schedules to support seven day a week operations, including holidays.
• Ability to work in fast-paced environments, working with multiple teams and contracts, juggling multiple projects simultaneously, multi-tasking
• Ability to perform and deliver under pressure
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technological developments).
NIIT Media Technologies, LLC is an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, or the presence of a disability, which would not prevent the performance of essential job duties with, or without reasonable accommodation or any other protective status.
