Team Leader

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).

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.