Team Lead - Customer Care

Position Title: Team
Leader – Customer Care

Team/Area:
Customer Care/Contact Center

Reports To: Senior
Manager - 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 Senior Manager – Customer Care, this position is responsible for leading,
mentoring and developing a team of Customer Care Business Representatives and
supporting the overall operation of a large 24/7/365 call center. This position is responsible for 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 Senior Manager – Customer Care and the Customer Care/Contact
Center leadership team in all daily operational needs.

Job Responsibilities:

Leadership
and oversight of performance and delivery of a team of Customer Care Business
Representatives (CCBR).

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 make
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.

Establish
and sustain strong on-going relationships with client contacts, business units,
and leadership to quickly resolve issues and provide excellent customer service
and added value to our customers and clients.

Work
directly with Customer Care Senior leadership to set and achieve goals for contact
center business.

Manage
team of CCBR’s to align workflow, execute initiatives and ensure accountability
to help meet contact center goals.

Work
with peers, business units and customers to quickly identify and resolve escalated
issues.

Ability
to work independently and follow through on assignments with minimal
supervision.

Identify,
develop and deliver training materials as needed to new and existing CCBR’s

Must
be able to work independently and in groups

Ability
to train new hires in on the job training specific to the programs they support
and NMT policy/procedure

Ensure
staff is PCI compliant in all transactions and procedures

Other
duties as assigned.

Leadership Responsibilities:

Provide
day-to-day support to CCBR team.

Hands-on
leader with the ability to lead a culturally-diverse staff.

Monitor
team performance, progress, achievements and disciplinary actions for a team of
CCBR’s.

Provide
oversight to Assistant Team Leads and team members regarding deliverables,
performance management.

Mentor
Assistant Team Leads to identify their career interests and leadership
development needs to take proactive action towards personal, professional and
business growth.

Appraise
CCBR performance and competencies through observation and feedback using the Performance
Planning Development Process (PPDP).

Assist
contact center senior manager 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.

Track
individual production metrics at the team level to detect trends and make
proactive adjustments to maintain service levels.

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

Preferred
Experience and Training:

Experience
with an ERP package (such as SAP or Oracle)

Education:

High
School Diploma required; college degree or equivalent experience preferred.

Employment Requirements:

Candidates
must be able to successfully complete a background check, credit check and
drug-screening to be eligible for hire.
Additionally, all NMT employees are required to participate in direct
deposit..

Travel:

Up to 5%
travel

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).

Qualified applicants may be subject to a background
check, credit check and/or drug screening. Additionally, NMT Employees
are required to participate in Direct Deposit.

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.