At TTEC, Customers are the life blood of our business. Understanding the importance of good customer service is essential for creating new customers, keeping loyal customers, and developing referrals for our future customers. We strive to stay connected with our customers at all touch points, and to value their feedback in return.
As HYBRID TEAM LEADER (TL/TRAINER), you are expected to manage the day–to-day team operational activities to meet the required KPI and sales standards and targets. You must be able to develop your team to deliver a consistent superior customer service experience, and to act as the communication conduit between front liners and management by offering reactive and proactive solutions to operational opportunities.
You will, at the same time, manage completion of all applicable clients and company required trainings for associates, to aid success of but not limited to new hire to production transition. You will also coordinate, analyze and consolidate all necessary data in order to deliver training in a timely and precise manner following client requirements and company standards.
DUTIES & RESPONSIBILITIES
>People Management – including all HR related issues, and staff career development
>Operational Management – Managing the floor, adherence to schedules and quality measures
>Call monitoring – coaching and feedback culture to ensure delivery of defined customer experience in every interaction
>Closed loop process being a focal point of dissemination of information from management to team and vice versa. Conduct weekly team meetings and/or as needed with team to discuss company projects/company information.
>Work closely with team members to solve customer issues. Understand agents’ strengths, weaknesses and concerns, to address customer experience opportunities.
>Prepare reactive and proactive solutions to improve products and/or processes
>Recommend process development based on customer feedback and analysis of the same
>Decision making on any matters relating to improving revenue generation and customer satisfaction
>Effective individual and team time management to meet service delivery
>Motivational leader – Proactive in training compliance and staff career development
>Conduct and follow up performance evaluations at both the six-week and ten-week periods and/or as required
>Assist in the quality hiring and selection process of front liners
>Data gathering – compiling relevant reports on team’s performance and customer feedback
>Facilitation of induction classes as necessary
>Facilitation of client and company required continued education classes to associates, team leads and manager
>Monitor and drive training compliance of front liners, operational and support staff
>Prepare, monitor, update and publish training reports
>Participate in triad coaching sessions, to evaluate training effectiveness to ensure achievement of desired results
>Prepare training materials (snippets, training flashes, jobaids etc.) as necessary
SKILLS & COMPETENCIES REQUIRED
>Knowledge of principles and processes for providing good customer service. This includes customer needs assessment and meeting quality standards for service.
>Shift management capability and able to manage varying skills of employees
>Ability to analyze statistical performance reports
>Strong multi-tasking and delegation skills
>Flexible and Adaptable to meeting the needs of the wider organization; accepting organizational changes in a positive manner
>Teamwork – enjoys working with people and is committed to fostering a positive team environment. Understands individual contributions of team, program and organizational outcomes
>Ethical Standards – Openly displays a sense of dedication to the organization and develops a culture of professionalism while living the values of our organization
>Conflict resolution. Ability to provide feedback in a positive manner.
>Ecommerce/Online Retail experience
>2+ years of recent leadership and coaching experience within a call centre environment leading frontline teams (including Escalated Customer Resolution) that consistently delivered customer experience goals or sales teams that consistently exceed sales and conversion targets
>3–5 years sales and/or operations experience
>Have handled at least 10 frontline staff
>Experience within L&D/Training environment preferred
>Strong communication skills, both written and oral
>Internet savvy working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly
>Great interpersonal skills in dealing with a diverse population- Open, honest, and empathetic manner when dealing with people
>High customer service orientation and a high level of integrity, honesty, and judgment
>Ability to respect and ensure strict confidentiality of customer data
>Demonstrated multi-tasking capability and proven success in fast paced environment
>Strong attention to detail and desire to follow procedures
>Background in training and/or adult learning or trainer certification preferred
What you are offered:
>Opportunity to be apart of a well known leader in ecommerce/online retail!
>Competitive salary package!
>Exposure to a global business!
>Fast paced, exciting work environment close to public transport- Sydney CBD!
If you are looking to step into a high performing environment, we have a fantastic opportunity for you to join ttec, a very successful global business and accelerate your career with industry leaders. APPLY NOW!!
At TTEC (formerly TeleTech), you can enjoy a fast-paced career that offers exciting professional development and career growth opportunities. Our dynamic and inclusive culture is based on a set of values that guide our relationships with clients, their customers, and each other. Founded in 1982 and with 50,000 employees operating across six continents, we use a blend of technology and humanity to help clients provide a great experience to their customers, build customer loyalty, and grow their business. Together, our two divisions (TTEC Digital and TTEC Engage) help brands make every interaction they have with a customer—whether it’s face-to-face, online, over the phone, on social media, or via a mobile app—simple, personal and exceptional!
Now, how cool is that? Not only will you have the chance to create amazing experiences for yourself, you’ll get to help create them for others. So jump on board, join our journey, and take your career amazing places along the way!