Assistant Team Lead
-
Maine
-
Other
Job Description
Position
Title: Assistant
Team Leader – Customer Care
Team/Area: Customer Care/Contact Center
Reports
To: Team Leader - Customer Care
Salary: Commensurate with experience
NIIT Media Technologies (NMT) is the
world’s first solutions and services firm to provide media companies with
comprehensive, media industry-specific, business and IT solutions and both
front- and back-office operations delivery.
With a track record of nearly 100 years of media industry, business
process and technology expertise, NMT helps media companies enhance their
operational efficiency, reduce their operating expenses and increase their
revenue.
Job Summary:
Reporting to the Team Leader –
Customer Care, this position is responsible for assisting the team leader in
supporting the overall operation of a large 24/7/365 call center. This position assist is the service delivery
execution including achieving call center performance metrics, assisting with
implementation of strategic plans, employee morale, and personnel
management. This position will work
hand-in-hand with the Team Leader – Customer Care and the Customer Care/Contact
Center leadership team in all daily operational needs.
Job Responsibilities:
Assist in oversight of performance and delivery for a
team of Customer Care Business Representatives (CCBR).
Able to handle customer calls efficiently and
effectively during periods of high call volumes, under-staffed periods and
as directed by leadership.
Identify opportunities and deliver coaching and
development to improve CCBR service delivery, customer retention,
attendance, morale and overall performance.
Ability to handle a fast paced environment and constantly
monitor call volume to assist in making staffing changes as needed.
Coordinate with customer care leadership team to
analyze information, issues, situations and procedures to help define
objectives, identify patterns and formulate conclusions.
Responsible for partnering with peers to ensure proper
protocols are communicated and followed and client satisfaction is
maximized.
Work directly with team leader and Customer Care
leadership to set and achieve goals for contact center business.
Work with team leads, peers, business units and
customers to quickly identify and resolve escalated issues.
Ability to work independently and follow through on
assignments with minimal supervision.
Other duties as assigned.
Leadership Responsibilities:
Provide day-to-day support to CCBR team.
Ability to interact and help lead a culturally-diverse
staff.
Assist in monitoring team performance, progress, and
achievements for a team of CCBR’s.
Mentor customer care business representatives to
identify their career interests and take proactive action towards
personal, professional and business growth.
Assist contact center team leaders and other contact
center leaders and provide backup coverage as needed.
Work to retain talented team members and ensure high
quality service and delivery to our clients and customers through
efficient and effective operations.
Help teams to meet production metrics at the team level
and detect trends and make proactive adjustments to maintain service
levels.
Travel:
Less
than 5% travel
Requirements:
1-3 years of contact center or relevant work experience
Excellent oral and written communication skills
Proficient with Microsoft Office Suite
Strong focus on customer service
Availability to work varying schedules to support seven
day a week operations, including holidays.
Ability to work in fast-paced environments, working
with multiple teams and contracts, juggling multiple projects
simultaneously, multi-tasking
Ability to perform and deliver under pressure
Work
Environment:
This position works in a busy, fast paced, office environment.
Physical Effort:
Primary
work will be in an office setting. The job could require sitting, standing,
walking, lifting/carrying under 40 lbs. pushing, pulling, kneeling, reaching,
stooping and climbing stairs.
Employment
Requirements:
Final candidates must successfully complete a background credit checks
and drug screening before hire. All NIIT
Media Technologies, LLC employees are required to participate in payroll direct
deposit.
This is not necessarily an
exhaustive list of all responsibilities, skills, duties, requirements, efforts,
or working conditions associated with the job.
While this is intended to be an accurate reflection of the current job,
management reserves the right to revise the job to require that other or
different tasks be performed when circumstances change (e.g., emergencies,
changes in personnel, workload, rush jobs, or technological developments).
NIIT Media Technologies, LLC is an
equal opportunity employer. We consider
applicants for all positions without regard to race, color, religion, sex,
national origin, age, marital status, or the presence of a disability, which
would not prevent the performance of essential job duties with, or without
reasonable accommodation or any other protective status.
Title: Assistant
Team Leader – Customer Care
Team/Area: Customer Care/Contact Center
Reports
To: Team Leader - Customer Care
Salary: Commensurate with experience
NIIT Media Technologies (NMT) is the
world’s first solutions and services firm to provide media companies with
comprehensive, media industry-specific, business and IT solutions and both
front- and back-office operations delivery.
With a track record of nearly 100 years of media industry, business
process and technology expertise, NMT helps media companies enhance their
operational efficiency, reduce their operating expenses and increase their
revenue.
Job Summary:
Reporting to the Team Leader –
Customer Care, this position is responsible for assisting the team leader in
supporting the overall operation of a large 24/7/365 call center. This position assist is the service delivery
execution including achieving call center performance metrics, assisting with
implementation of strategic plans, employee morale, and personnel
management. This position will work
hand-in-hand with the Team Leader – Customer Care and the Customer Care/Contact
Center leadership team in all daily operational needs.
Job Responsibilities:
Assist in oversight of performance and delivery for a
team of Customer Care Business Representatives (CCBR).
Able to handle customer calls efficiently and
effectively during periods of high call volumes, under-staffed periods and
as directed by leadership.
Identify opportunities and deliver coaching and
development to improve CCBR service delivery, customer retention,
attendance, morale and overall performance.
Ability to handle a fast paced environment and constantly
monitor call volume to assist in making staffing changes as needed.
Coordinate with customer care leadership team to
analyze information, issues, situations and procedures to help define
objectives, identify patterns and formulate conclusions.
Responsible for partnering with peers to ensure proper
protocols are communicated and followed and client satisfaction is
maximized.
Work directly with team leader and Customer Care
leadership to set and achieve goals for contact center business.
Work with team leads, peers, business units and
customers to quickly identify and resolve escalated issues.
Ability to work independently and follow through on
assignments with minimal supervision.
Other duties as assigned.
Leadership Responsibilities:
Provide day-to-day support to CCBR team.
Ability to interact and help lead a culturally-diverse
staff.
Assist in monitoring team performance, progress, and
achievements for a team of CCBR’s.
Mentor customer care business representatives to
identify their career interests and take proactive action towards
personal, professional and business growth.
Assist contact center team leaders and other contact
center leaders and provide backup coverage as needed.
Work to retain talented team members and ensure high
quality service and delivery to our clients and customers through
efficient and effective operations.
Help teams to meet production metrics at the team level
and detect trends and make proactive adjustments to maintain service
levels.
Travel:
Less
than 5% travel
Requirements:
1-3 years of contact center or relevant work experience
Excellent oral and written communication skills
Proficient with Microsoft Office Suite
Strong focus on customer service
Availability to work varying schedules to support seven
day a week operations, including holidays.
Ability to work in fast-paced environments, working
with multiple teams and contracts, juggling multiple projects
simultaneously, multi-tasking
Ability to perform and deliver under pressure
Work
Environment:
This position works in a busy, fast paced, office environment.
Physical Effort:
Primary
work will be in an office setting. The job could require sitting, standing,
walking, lifting/carrying under 40 lbs. pushing, pulling, kneeling, reaching,
stooping and climbing stairs.
Employment
Requirements:
Final candidates must successfully complete a background credit checks
and drug screening before hire. All NIIT
Media Technologies, LLC employees are required to participate in payroll direct
deposit.
This is not necessarily an
exhaustive list of all responsibilities, skills, duties, requirements, efforts,
or working conditions associated with the job.
While this is intended to be an accurate reflection of the current job,
management reserves the right to revise the job to require that other or
different tasks be performed when circumstances change (e.g., emergencies,
changes in personnel, workload, rush jobs, or technological developments).
NIIT Media Technologies, LLC is an
equal opportunity employer. We consider
applicants for all positions without regard to race, color, religion, sex,
national origin, age, marital status, or the presence of a disability, which
would not prevent the performance of essential job duties with, or without
reasonable accommodation or any other protective status.