Team Lead

Team Lead - ECLERX CUSTOMER OPERATIONS

LOCATION: Fayetteville, NC - USA

TYPE:  Full-time

EXPERIENCE:  1 year of team management experience working in a customer service environment preferred

EDUCATION: College Degree Preferred

DEPARTMENT: Delivery Center

The Team Lead will manage Contact Center Agents in the Customer Operations vertical. Agents receive incoming calls from Business clients to assist with their billing inquiries, technical troubleshooting support, new product introduction and other general account information. The Agents will facilitate interactions, establish rapport and promote relationships with client customers. They are charged with effectively gaining the customer’s cooperation to work through their customer service needs, thereby, ensuring problem resolution.

Position Responsibilities

In this position, you will:

• The Team Leader will manage up to 15 agents and will be responsible for delivering customer and client satisfaction through his/her group’s KPI performance.
• The Team Leader, in addition to being a domain, product and process specialist, will be accountable for KPI performance delivery of the team members aligned to them, expected to monitor performance and create action plans to exceed client expectations/targets.
• They will be expected to identify training needs of agents within their alignment, coordinate with QA and KM teams to develop agent’s abilities and competencies to ensure that their performance is in line with established eClerx and client goals.
• Manage multiple metrics – internal and external across their alignment, while maintaining good employee morale through engagement activities
• Read and create performance reports. Make team management/coaching/training decisions based on report data.
• Audit Transactions with a goal to meet performance/compliance targets and coach agents.
• Ensure org level policies like attendance and performance management (PCIP) policies are implemented and followed within their alignment.
• Comply with all company rules, regulations and best practices regarding information security and technology.
• A crucial part of this role will be to mentor direct reports to align individual goals with those of the organization and ensure the process is successfully meeting all business and performance requirements.

Required Skill Set/Expertise

• The ideal candidate will preferably hold a university/college degree with 1+ years of team management experience in a Cable and/or Telecommunications Call Center
• Working knowledge of MS office (especially Outlook and Excel) or other commonly used office suites/reporting software is a must
• Proven and successful track record of effective people leadership within a customer relationship management (CRM) environment
• Good understanding of CRM and contact center best practices
• Ability to set and focus on clear objectives and priorities
• Previous experience in a performance driven environment
• Excellent communications skills when writing, speaking and presenting to all stake holders
• Strong negotiation, interpersonal, written and oral communications skills – including presentation skills.
• Additional language skills such as Spanish would be an asset
• Experience in the cable and telephone industry is an asset

About eClerx
eClerx provides business process management, analytics, and automation services to a number of Fortune 2000 enterprises, including some of the world's leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software and high-tech. Incorporated in 2000, eClerx is one of India's leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 11,000 people across its global sites in the US, UK, Italy, Germany, and Singapore, along with its delivery centers in India and Thailand. For more information, visit www.eclerx.com.

ABOUT ECLERX CUSTOMER OPERATIONS

eClerx Customer Operations uniquely improves customer experience and operational efficiencies by leveraging deep domain knowledge, advanced automation, and data analytics. We are leaders in quality monitoring and insights, digital care services, and advanced technical operations.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.