Job requirement
Position Title: Team Leader – Customer Care
Team/Area: Customer Care/Contact Center
Reports To: Senior Manager - 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 Senior Manager – Customer Care, this position is responsible for leading, mentoring and developing a team of Customer Care Business Representatives and supporting the overall operation of a large 24/7/365 call center. This position is responsible for 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 Senior Manager – Customer Care and the Customer Care/Contact Center leadership team in all daily operational needs.
Job Responsibilities:
• Leadership and oversight of performance and delivery of a team of Customer Care Business Representatives (CCBR).
• 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 make 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.
• Establish and sustain strong on-going relationships with client contacts, business units, and leadership to quickly resolve issues and provide excellent customer service and added value to our customers and clients.
• Work directly with Customer Care Senior leadership to set and achieve goals for contact center business.
• Manage team of CCBR’s to align workflow, execute initiatives and ensure accountability to help meet contact center goals.
• Work with peers, business units and customers to quickly identify and resolve escalated issues.
• Ability to work independently and follow through on assignments with minimal supervision.
• Identify, develop and deliver training materials as needed to new and existing CCBR’s
• Must be able to work independently and in groups
• Ability to train new hires in on the job training specific to the programs they support and NMT policy/procedure
• Ensure staff is PCI compliant in all transactions and procedures
• Other duties as assigned.
Leadership Responsibilities:
• Provide day-to-day support to CCBR team.
• Hands-on leader with the ability to lead a culturally-diverse staff.
• Monitor team performance, progress, achievements and disciplinary actions for a team of CCBR’s.
• Provide oversight to Assistant Team Leads and team members regarding deliverables, performance management.
• Mentor Assistant Team Leads to identify their career interests and leadership development needs to take proactive action towards personal, professional and business growth.
• Appraise CCBR performance and competencies through observation and feedback using the Performance Planning Development Process (PPDP).
• Assist contact center senior manager 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.
• Track individual production metrics at the team level to detect trends and make proactive adjustments to maintain service levels.
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
Preferred Experience and Training:
Experience with an ERP package (such as SAP or Oracle)
Education:
High School Diploma required; college degree or equivalent experience preferred.
Employment Requirements:
Candidates must be able to successfully complete a background check, credit check and drug-screening to be eligible for hire. Additionally, all NMT employees are required to participate in direct deposit..
Travel:
Up to 5% travel
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).
Qualified applicants may be subject to a background check, credit check and/or drug screening. Additionally, NMT Employees are required to participate in Direct Deposit.
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.
