We are at the forefront of technology, content and service. The Customer Care team provides a best-in-class customer experience by building loyal, passionate customers for life. The pride, enthusiasm, and leadership each Customer Care employee brings to their role is vital to keeping us ahead of the competition in a rapidly changing industry.
We strive to deliver the best employee experience every day. We are committed to the continued learning and development of our employees and rewarding top performers. Our state-of-the-art facilities across the country offer an exceptional workplace, with Internet Cafes, gyms, and lounge areas for socialization. We promise to remain dedicated to attracting, inspiring and retaining talented, diverse and extraordinary employees who take pride in delivering the best television experience for our customers.
A Team Leader is responsible for day-to-day supervision of Customer Service Representatives who deal with customer inquiries by phone or in writing. Works with management team to identify problems and improve customer service levels. Communicates company and unit policy, procedures and practices either orally or in writing to staff, customers, other departments, and/or senior management. Resolves routine and/or escalated customer service problems. Responsible for ensuring staff has the appropriate level of formal and/or on-the-job training to effectively perform the duties/responsibilities of their job. Coaches staff to improve business factors such as; customer service levels, sales performance, call quality, hold time and availability. Writes and conducts performance evaluations; may assist in employment decisions and setting performance goals and objectives; may suggest methods to improve customer satisfaction. May perform other related duties and responsibilities as assigned and/or required.
High school diploma required, bachelor's degree preferred.
Two or more year's customer service/call center experience.
Three years supervisory experience preferred.
Demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.
Ability to work effectively in a team oriented, high demand and fast paced environment.
Ability to maintain high level of confidentiality and work with highly sensitive data and information.
Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts. Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
Familiarity with a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.
Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.
Demonstrated leadership skills to effectively develop and lead a high performing team and support less experienced employees with on-the-job training, technical troubleshooting and problem resolution and handling difficult customer situations in a proactive and positive manner.
Effective problem solving skills used to identify and resolve day-to-day operation and employee relations problems.
Demonstrated coaching and counseling skills used to effectively develop high performing employees; influence and change individual behavior and assist employees achieve a high level of success and productiveness.
May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects. Flexible schedules may include evenings, weekends and holidays.
Able to maintain assigned work schedule to meet the needs of the business.
Must successfully complete pre-employment testing to include but not limited to: skills testing and pre-employment background checks as well as drug/alcohol testing.
Required to read and follow all company policies and procedures.
Support and model the company values.
Travel may be required to attend work related meetings and training sessions.
Skills: leadership, management, training, troubleshooting, coaching, counseling