Team Manager

Responsibilities:
Lead Support Professionals, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation in delivering on Stream’s mission.
Provide day-to-day supervision and management of directly assigned team of Support Professionals. Ensure that Support Professionals have a clear understanding of performance expectations, that they are properly trained and that they have access to all the tools and resources they need to perform at high levels of productivity and efficiency.
Conduct multiple call-coaching training sessions each week. Provide feedback to Support Professionals on their daily performance and behavioral activities in an effective and timely manner. Communicate expectations to new employees and provide timely business updates and changes.
Under the direction of the Service Delivery Manager, manage team KPIs and retention initiatives. Participate in root cause analysis regarding attendance challenges and attrition. Team with site leadership to develop actions to reduce attrition where possible. (stated above already)
Work with Service Delivery Manager to resolve personnel issues in a professional and timely manner. Implement all disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency. Document issues, actions taken and plan for follow-up for Support Professional’s HR file. This includes involvement with both Service Delivery Manager and Human Resources in addressing disciplinary actions.


Requirements:

Skill in providing an exceptional customer experience.
Skill in verbal and written communication to analyze, interpret and address customer needs.
Knowledge of contact services industry and best practices.
Knowledge of PC applications.
Ability to work with minimal guidance or supervision in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
Ability to motivate and mentor team, presenting new opportunities and challenges for additional development.
Skill in providing outstanding customer service through support of escalated customer issues.
Ability to defuse situations, get to the issue and solve the problem.
Skill in time management and multitasking.
Skill in providing constructive feedback to others.
Proven success in motivation and leadership.
Demonstrated ability to coach and develop others to achieve desired results.
Ability to make quick, accurate and appropriate decisions.
Minimum 3 years customer service experience.
Minimum of 2 years of leadership experience.
University / College Degree preferred.
Equivalent education or experience may be substituted for any of the above.