Team Leader

SUMMARY:

Supervises and coordinates activities of agents engaged in telecommunications for scheduled campaign, and assists any assigned Assistant Team Leader by performing the following duties.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Include the following. Other duties may be assigned.

• Supervises the daily activity of Sales team consisting of Agents by monitoring, coaching and developing each team member to ensure call quality, sales techniques and compliancy guidelines are being met.
• Acts as mentor for any Assistant Team Leader as assigned.
• Handles escalated call disputes between customers and agents.
• Prepares composite reports from individual reports of subordinates, such as volume of sales, quality of calls, schedule adherence, and other pertinent data regarding the daily operation.
• Issues written and oral instructions.
• Issues written and oral warnings or reprimands for schedule adherence, points accumulation, call quality or any misconduct as outlined in employee handbook.
• Responsible for periodic evaluations on all team members which is maintained in employee files in the HR department.
• Assigns duties and examines work for exactness, neatness, and conformance to policies and procedures.
• Studies and standardizes procedures to improve efficiency of subordinates.
• Maintains harmony among workers and resolves grievances by following the open line procedure as necessary.
• Adjusts errors and complaints.
• Build strong relationships with Team Leader, and team members.
• Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
• Act as a role model at all times, adhere to high ethical standards.
• Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
• Be flexible in an environment by championing and embracing change.

SUPERVISORY RESPONSIBILITIES:

Directly supervises approximately 15 FTE's on a Sales Campaign in the Operations Department and assists in the development of assigned ATL. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and monitoring, coaching and developing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE OF:

Campaign products and/or services being offered, VNS operating system, Company policies and procedures as outlined in Employee handbook; Computer programs including Word, Excel, Power Point, Outlook, and Access.

ABILITY TO:

Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop and maintain relationships with peers across departments.

EDUCATION and/or EXPERIENCE:

Bachelor's degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license or other Government issued photo ID.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand and talk and hear. The employee frequently is required to walk and use hands to finger, handle, or feel. The employee is occasionally required to sit; reach with hands and arms; and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.