Team Lead (Csr/Tech)
-Responsible for coaching and developing direct reports to ensure that the team is meeting all metrics required of their position. Advancing their skill sets and motivates performance while keeping a fun and healthy working environment.-Participates in call monitoring sessions ensuring that representatives are utilizing proper phone/chat etiquette and are updated on policies and procedures.-Handles all disciplinary situations appropriately and in a timely manner. Including proper documentation and execution.-Creates and maintains an environment that promotes positive communication within the department and foster teamwork within the organization throughout the company.-Provides feedback to associates within the team on soft skills and product knowledge, conducts team huddles to discuss issues, expectations and action plans.
