Team Leader (Supervisor) - Glendale

Primary Responsibilities

  • Provides coaching, mentoring and leadership of staff to improve handling of customer calls
  • Monitor day-to-day team performance, trends and provide constructive feedback to improve and exceed expectations
  • Assist team members with account inquiries, research and resolving complex shareholder issues and complaints; taking all steps to receive and ensure first call resolution
  • Monitor agent calls to ensure quality guidelines are followed and provide feedback for team quality improvement
  • Foster team building, group dynamics and provide career development planning and opportunities
  • Make positive suggestions on improving and streamlining processes to improve team and department key performance indicators
  • Take supervisory calls, including escalated customer problems and ensure the appropriate action is taken to resolve issues
  • Supervise and monitor team productivity standards and goals while maintaining the highest level of customer service
  • Ensure staff adheres to all policies including confidentiality, attendance, etc.

 

Requirements

  • High School Diploma or equivalent required; Bachelor’s degree or equivalent experience preferred
  • Minimum of 5 years of Customer service OR call center experience preferred with at least 2 years of supervisory experience
  • Experience using Windows PC
  • Experience with navigating on the Internet

 

Qualifications

  • Demonstrates competency in a majority of management functions with minimal guidance or direction
  • Ability to lead, coach and develop team members
  • Serves as a subject matter expert and can be consulted on complex issues within their disciplines from both an internal and external perspective        
  • Excellent verbal and written communication, problem solving, listening and computer skills
  • Good interpersonal skills that will help to improve team morale and staff performance
  • Strong time management, analytical and problem solving ability

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