Team Leader

POSITION SUMMARY  

The team leader is responsible for coaching, motivating and developing a staff of associates to ensure that all questions/problems/concerns are handled in an accurate and professional manner.  To implement and keep associates up to date on new procedures as well as maintain their stat and productivity levels to ensure compliance to service standards and contractual agreements.  The team leader will represent World Access in a professional manner and in the high standards of quality provided. 


DUTIES AND RESPONSIBLITIES Specialize in contact inquiries.  Demonstrate initiative in solving customer problems.  Process all applicable information into appropriate systems. Maintain current product knowledge base. Handles all calls/cases/claims independently.  Able to execute reports on schedule. Ensure that his/her assigned team meets or exceeds monthly call/case/claim/e-mail quality scores and maintains acceptable average talk times.  Manage performance standards and ensure that the unit achieves acceptable averages on 
customer Satisfaction Surveys.  Assist in the training of service associates as needed.  Maintain effective schedules and make adjustments as needed.  Monitors the calls/claims/cases/e-mails of each team member to assess the quality of service and to provide feedback and coaching as needed.  Continuously monitor the Call Monitoring Station to track the unit?s telephone performance throughout the day and to ensure standards are met or exceeded. Be familiar with HR policies and procedures.  Responsible for interviewing/hiring/terminations.
 

JOB SPECIFICATIONS (KSA?S) Knowledge of and proficient skill in using Windows based applications to include Word and Excel  Knowledge of department and company policies and procedures  Highly organized, efficient and self-directed  Excellent written and verbal communication skills  Possess problem solving, interpersonal and phone etiquette skills Must have the ability to analyze and resolve customer service issues/inquiries in a prompt and courteous manner  Ability to pay close attention to detail and multi task  Problem solving and analytical skills required  Proven ability to maintain a positive attitude  Good understanding of personnel policies and procedures  Excellent leadership and motivational skills  Ability to communicate mission and goals  Demonstrated ability to coach and provide feedback to team members
   

EDUCATION AND EXPERIENCE 3+ years experience in customer service related function, preferably a call center environment  1 to 3+ years supervisory experience College degree or equivalent combination of education or experience 

World Access supports a progressive working environment, an exceptionally motivated and collaborative workforce, and we offer an excellent benefits package including medical, dental, disability, life and 401(k) savings plan. Interested candidates should send a cover letter with salary expectations and resume to  hr7@worldaccess.com  or fax your response to 804-673-1586, Attn: Human Resources.   

For more information, please visit the following websites: www.accessamerica.com and www.mondial-assistance-group.com.   

World Access is an Equal Opportunity Employer.