The?Customer?Solutions?Team??Leader?builds,?develops,?and?leads?a?group?of?employees?into?becoming?a?high??performing?team?that?meets?and?exceeds?performance?goals.?They?engage?and??develop?their?direct?reports?and?foster?an?open,?collaborative?environment?in??which?best?practices?are?shared.?The?Team?Leader?also?supports?and?drives??needs-based?initiatives?through?communication,?coaching,?best?practice?sharing,??and?calibrations.
????You're?the?type?of??person?who?enjoys?seeking?out?persistent?problems?and?fixing?them?once?and?for??all.?You?like?to?analyze?customer?feedback?and?share?it?with?multiple?teams?so??everyone?can?make?better?decisions.?On?this?team,?everything?you?do?will?be??focused?on?innovations?that?improve?our?customer?experience.
????Responsibilities
Review,?communicate?and?coach??to?daily?performance,?quality,?behaviour?and?attendance?standards?at?the??individual?and?team?level.??Utilize??formal?correction?action?procedures?as?required?
Schedule,?prepare?and?lead?the??required?number?of?1:1?coaching?and?team?learning?sessions?and?stand-ups?that??are?interactive,?engaging?and?agent?driven?based?upon?developmental?needs?
Complete?the?required?number??of?case/?email/?phone?quality?reviews?per?teammate?each?month?and?work?cases??and?escalations?as?required
Know?and?support?company?and??departmental?procedures;?regularly?review?and?ensure?that?agents?follow??procedures,?process?flows?and?guidelines
Participate?in?teammate??selection,?internal?talent?movement,?and?training?needs?assessment?and?closure??of?knowledge?gaps
Establish?relationships?and??engage?with?other?people?managers?and?key?stakeholders?in?the?development?of??new?processes,?products,?and?procedures?for?your?designated?segment?through??attendance?at?meetings?and?communication?with?Leader?and?other?business?units?
Utilize?the?70/20/10?model?to??coach?and?develop?Senior?Agents?(ICA)/specialists;?provide?lateral?feedback?and??mentoring?to?peer?supervisors
