DCR Team Lead

Job description

I. Job Summary The Team Lead position collaborates with a team of Digital Care Representatives interacting with WM Customers via Multi-Channel Customer Service, which may be a combination of platforms including phone, email, live chat, or self-service channels 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 contact center performance, and reporting of contact center metrics. Preference to hire from within the current WM CE Team II. Essential Duties and Responsibilities: - Provides daily guidance and assistance to contact center representatives - Provides 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 and provides feedback as necessary to ensure contact centers quality standards are exceeded - Supports case management/credit approvals and review - Maintains routine customer service rela...