WM Cares Lead

Job description

I. Job Summary The WM Cares Lead position oversees the work of a team of WM Cares Representatives to meet overall WM Cares objectives and enhance the customer service function to exceed all customers' expectations. The WM Cares Lead supports the department by providing ongoing assistance to WM Cares representatives, oversight of real-time channel performance, reporting of team metrics, and assist with continuous process improvement. The WM Cares Lead is instrumental in coaching, mentoring, and developing employees in WM Cares Representative or WM Cares Senior Representative positions. Preference to hire from within the current WM CE Team II. Essential Duties and Responsibilities: - Provides daily guidance and assistance to WM Cares representatives - Provides ongoing training to new hire WM Cares representatives - Handles customer escalations that may require deviation from standard WM Cares screens, channels, and procedures - Oversees real-time performance of channels and queue management - Monitors communication and provides coaching and feedback as necessary to ensure WM quality standards are exceeded - Provides coaching on WM Cares processes to WM Cares representatives for perfo...