Assistant Manager(Team Leader)- Emergency Roadside Assistance

EXL Service.com, LLC - Lees Summit, MO (30+ days ago)3.8


Job Summary

Job Summary

Assistant Manager (Team Leader) - Emergency Roadside Assistance

Overview:

EXL (NASDAQ: EXLS) is a leading operations management and analytics company that designs and enables agile, customer-centric operating models to help clients improve their revenue growth and profitability. Our delivery model provides market-leading business outcomes using EXL’s proprietary Business EXLerator Framework™, cutting-edge analytics, digital transformation and domain expertise. At EXL, we look deeper to help companies improve global operations, enhance data-driven insights, increase customer satisfaction, and manage risk and compliance. EXL serves the insurance, healthcare, banking and financial services, utilities, travel, transportation and logistics industries. Headquartered in New York, New York, EXL has more than 26,000 professionals in locations throughout the United States, Europe, Asia (primarily India and Philippines), South America, Australia and South Africa. For more information, visit www.exlservice.com.

The customer service team leader position is responsible for providing quality, efficient customer service and impeccable assistance to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, problem solving and leading by example. Additionally, the position is responsible for assisting the manager with development, analyses and implementation of staffing, training, scheduling and reward/recognition programs.

*Note: Successful completion of background and drug screening is mandatory.

Responsibilities:

 Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.

 Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.

 Provides statistical and performance feedback and coaching on a regular basis to each team member.

 Writes and administers performance reviews for skill improvement.

 Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.

 Ensures employees have appropriate training and other resources to perform their jobs.

 Responds to and resolves employee relations issues expressed by team members.

 Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.

 Addresses disciplinary and/or performance problems according to company policy.

 Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.

 Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.

 Works as a member/leader of special or ongoing projects that are important to area/process improvement.

 Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.

 Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.

 Uses appropriate judgment in upward communication regarding department or employee concerns.

 Manages communication and periodic reviews with the clients and management.

 Analyzes and creates periodic reviews for process performance and health of the program.

 Periodically conducts compliance assessments to create effective controls.

 Takes supervisory calls to de-escalate the situation on calls.

 Jumps in to support call volumes on days with staffing shortfalls or business requirements.

Qualifications and Skills:

 High School diploma, general education degree (GED), or equivalent required.

 Previous team lead experience with minimum 2 years at a call center is a must.

 Thorough understanding of workflow management, call center metrics, staffing & scheduling.

 Excellent verbal and written communication skills with demonstrated ability to communicate ideas and information in a clear, concise and organized manner.

 Customer service focus with a strong orientation for sensitivity and professionalism when handling customer calls, questions, and concerns.

 Excellent problem solving and organization skills.

 Ability to work independently and multi-task in a fast-paced and constantly changing environment.

 Strong computer skills including proficiency with Microsoft Office suite of products (specifically Word, Excel and PowerPoint) and the ability to learn and utilize systems and applications in a rapidly changing business and technology environment. Expertize in MS Excel will be preferred.

 Must be able to work a flexible schedule to include required evening and weekend hours.

Job Type: Full-Time

*Note: Successful completion of background and drug screening is mandatory.

Job Type: Full-time

Salary: $18.00 to $20.00 /hour

Experience:

  • Team lead: 3 years (Required)

Education:

  • High school (Required)

Work authorization:

  • United States (Required)

Shifts:

  • Evening (Required)