(USA) Team Lead, Contact Center Non-Store Operations - (on-site)

Position Summary...

What you'll do...

Complies with company policies procedures and standards of ethics and integrity by implementing related action plans using the Open Door Policy and applying these in executing business processes and practices Completes work assignments and priorities by using policies data and resources collaborating with managers coworkers customers and other business partners identifying priorities deadlines and expectations carrying out tasks communicating progress and information determining and recommending ways to address improvement opportunities and adapting to and learning from change difficulties and feedback Customer service practices Standard Operating Procedures and defined processes Standard reporting tools and techniques Performance metrics Industry trends Process improvement techniques Implements process improvement plans under guidance by driving the improvement of existing processes and escalating existing issues Supports the identification of opportunities and recommends improvements based on customer feedback and trend analysis Reviews key metrics under guidance to support root cause identification and solutions Lists and features of products and services offered Utility of products for customers Substitutes for products and services offered by the company Describes how products and services fit within the organization as a whole Cites examples of how customers use the companys products and services Identifies the companys flagship products and services Cites examples of how customers use a specific product or service Describes the major functions features and capabilities of company products and services Informs customers of promotions offers and discounts Principles and techniques of customer communication Application and allocation of business communication stylestechniques Knowledge of communication etiquettes through different interaction channels Listens closely to customers understands paraphrases and prioritizes customer needs and provides appropriate solutions Adapts listening and facilitation styles to customer communication styles Manages customer and associate needs and advocates for their experiences Uses various communication mediums appropriately and effectively Analyzes customer issues to understand customer perspectives and communicates accordingly Confirms customer understanding by restating customer concerns or problem statements Daytoday activities performed in customer care service operations Ticketing system and other tools used to handle customer requests Escalation matrices Customer request process lifecycleManages contact center operations and supports new initiatives Interprets standard reports for example call trends assignment and tracking reports tracks key performance metrics analyzes and interprets overall service levels performance reports and metrics and makes necessary adjustments Oversees the effective implementation of daily staffing plans and scheduling adherence for the shift in partnership with workflows Oversees site management in lean staffing periods for example weekend coverage and resources for overtime requirements Escalate systemic issues through available channels for example Gemba Leadership JIRA Problemsolving methodologies and tools and the application of those methodologies and tools identify map break down hypothesize understand implications Business requirements insights and solutions Precedence and use cases and the application of use cases by leveraging reproductive thinking and idea generation Barriers to effective problemsolving for example confirmation biases mental sets functional fixedness groupthink paradigm blindness Uses factfinding techniques and diagnostic tools to identify and break down business problems Works on multiple problems which are specific in nature Suggests multiple alternatives approachessolutions based on internal and external benchmarking Understands the perspective of each involved stakeholder and seeks perspectives as appropriate to drive resolutions Collaborates with stakeholders within assigned function to ensure the implementation of recommended solutions Data collection modes techniques and tools Data analytics and visualization tools and techniques Existing and upcoming digital applications and other systems used Technology innovation trends and industry benchmarks Data governance as it relates to data quality metadata and data lineage Data science techniques and applications Gather and interprets data information and content in a digital environment Reviews data acros