The Contact Center Team Lead is responsible for assisting the leadership team with the delivery of customer service programs and activities that drive business results and create a competitive advantage for the online contact centers. Position achieves this through direct daily interaction with contact center customers and by providing process, functional and product related subject matter expertise to customer service agents in his/her assigned area. The Team lead will use a blend of (real time) performance management and coaching to ensure that all team members are equipped to meet their Key Performance Indicators in a way which maximizes motivation, job satisfaction and results.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
35% Guides customers through their shopping experience via phone, chat or e-mail.
25% Represents the team and department as a subject matter expert on products, platforms and company systems, procedures and resources. Provides on the job coaching and training to customer service agents in order to provide agents with the tools and knowledge needed to meet/exceed department goals.
15% Assist the leadership team in meeting the department's performance goals and service level expectations.
15% Handles inbound customer escalations and questions from assigned team, identifies caller's need(s) and resolves customer complaints and questions.
10% Partners with center leadership and the training and development team to support the creation and implementation of strategic and tactical learning programs for product knowledge tracks.
NATURE AND SCOPE
Position reports to the Contact Center Supervisor.
No associates report to this role on a permanent basis, but requires the leadership of a work group: assign and review work, train and contribute to performance appraisal (but not hiring, firing or disciplinary action).
ENVIRONMENTAL JOB REQUIREMENTS
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
YEARS OF RELEVANT WORK EXPERIENCE
PHYSICAL JOB REQUIREMENTS
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Associate's Degree preferred.
One to two years of supervisory or leadership experience is preferred.
Experience with call monitoring software.
Practical understanding of customer service systems and proficient PC Skills (Word, Excel, PowerPoint)
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES
Demonstrated subject matter expertise on company products and services and call center processes.
Demonstrated performance in customer satisfaction and efficiency.
Excellent team coaching, training, facilitation, development and motivation skills
Excellent interpersonal and negotiation skills.
Demonstrated proficiency with call/contact center applications.
Effective verbal and written communication skills.
Proficiency with MS Office Suite and Internet Explorer required
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