Team Lead in Lake Mary, FL at Sears Home Services

Date Posted: 7/29/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Lake Mary, FL
  • Date Posted:
    7/29/2019
  • Job ID:
    975916BR

Job Description

Req/Job ID: 975916BR
Employing Entity: Sears Home Improvement Products, Inc.
Employment Category: Regular, Full-time
Job Function: Call Center
Store ID: 24626: Lake Mary Call Center-Corp

The Team Lead is responsible for improving call agent performance by supporting two Team Managers through assistance with reporting tasks, floor support, follow-up coaching, and real-time call floor support to the 50-60 call agents reporting to the two Team Managers.

Job Requirements

Job Duties/Responsibilities:

•Pulls and reviews call agent reports and identifies issues for Team Manager to address. Identifies performance outliers for Team Managers to coach for improved performance, tracks attendance Performance Plans for Improvement and ensures Team Manager is following up on issues in a timely manner, and tracks and follows up on outstanding items such as field alert acknowledgements, coaching surveys, and compliance course completion
•Completes call monitoring and delivers follow-up coachings to agents to improve performance results. Documents coachings in the system
•Provides call floor support to agents during peak volume periods, during periods when managers are away from the call floor (e.g. staff meetings), and as needed.
•Handles escalated calls and coaches agents on strategies to reduce future escalations
•Reviews communications such as Field Alerts and News Flashes and identifies topics for managers to cover in huddles. If communication is urgent, meets one on one with agents to share the information and confirm understanding
•Uses standard reports and coaching log information to completes standard performance documents, such as attendance Performance Plans for Improvement, and provides document to Team Managers for discussion with the agent
•Schedules agents for offline exceptions as directed by the manager
•Answers associate questions regarding policies and procedures related to call handling and real-time workforce processes
•Uses operations systems to perform tasks such as reporting and research, data entry, and call-handling while adhering to deadlines and productivity and quality standards
•Performs other duties as assigned

Job Requirements:

•Proficient skill with designated call-taking systems , with proven ability to handle escalated calls and coach others for improvement
• Proficient skill in the use of Microsoft Office applications, such as Excel, Word and Outlook
• Ability to communicate in spoken and written English well enough to be understood by supervisors, co-workers, and customers
• Strong problem solving skills
• Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
• Ability to work independently with minimal supervision
• Ability to meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary
• Ability to demonstrate self control by maintaining composure and keeping emotions in check even in difficult situations
• Ability to lift up to 20 lbs.
• All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC s compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)

Preferred Skills:
•Supervisory work experience
•Administrative work experience

#HomeServices
24626