Team Lead- Resource (Remote)

Job description

I. Job Summary The SBS Resource Management Team Lead position collaborates with a team of Analysts to meet overall contact center objectives and enhance the customer service function to exceed all customers' expectations. The Team Lead supports the contact center by providing ongoing assistance to contact center representatives, oversight of real-time performance, and reporting of metrics. II. Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned. - Provides daily guidance and assistance to contact center representatives - Helps to support ongoing training to new hire contact center representatives - Handles customer escalations that may require deviation from standard screens, scripts, and procedures - Oversees real-time performance of site and queue management - Monitors calls or emails and provides feedback as necessary to ensure quality standards are exceeded - Expedites sensitive operational issues and makes appropriate decisions to inform a supervisor or takes independent action if necessary - Maintains proficiency in customer service functions and,...