SUMMARY

The Team Lead is responsible for providing superior customer service, sales, and order taking through the daily supervision of a team.  This includes, but is no limited to:  appropriately distributing workload, coaching, training, monitoring daily performance and problem solving.  The role is responsible for assisting the manager with agent development, analysis of data and implementation of staffing, training, scheduling, and reward/recognition programs.

There will be periodic needs for this role to sign into the call queues and help maintain customer support as volumes fluctuate.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide timely communication to employees to ensure all calls are answered in a professional, efficient and knowledgeable manner.
• Respond to and timely resolve employee issues; create and maintain a high quality work environment so team members are motivated to perform at their highest level.
• Monitor and meet with each agent on a regular basis to review metrics and provide performance feedback. Complete annual performance reviews.
• Deal with disciplinary and/or performance problems according to company policy and department expectations. Document and communicate in a timely manner all employee corrective discipline actions.
• Assist in the facilitation of new employees by working closely with the leadership team and trainers; ensure that employees have appropriate training and other resources to perform their job requirements.
• Monitor and manage queue, along with determining how to ensure calls are handled efficiently and effectively according to our clients requests.
• Assist the senior agents with escalations.
• Complete and/or distribute any specific customer or client request to certify they are completed in a timely manner.
• Provide insight, gather data and provide recommendations for client issues.
• Identify reoccurring issues that we receive from customers to the Client Lead for resolution or appropriate handling.  Ensure any communications from the Client Lead are fully understood by agents; close any gaps in understanding these communications.
• Use appropriate judgment in upward communication regarding department or employee concerns.
• Provide continual evaluation of processes and procedures. This includes suggesting methods to improve operations, efficiency and service to both internal and external customers.
• Participates in or conducts team meetings to communicate Thill Logistics updates, and established steps for department improvement.
• Other duties may be assigned to meet business needs.

QUALIFICATIONS

Required:

• High School Diploma or equivalent
• A minimum of 2 years supervisory or lead experience
• A minimum of 2 years customer service experience
• Proven ability to develop and motivate a team
• Ability to communicate effectively to a variety of audiences
• Ability to provide and support departmental and company vision and direction
• Strong organizational skills
• Ability to multi-task
• Ability to make sound decisions and execute in a timely manner
• Strong communication skills

Preferred

• Associates or Bachelors degree
• Call Center experience
• Familiarity with current software packages such as Microsoft Word, Excel, and Microsoft Outlook
• Sales experience