Job: Work At Home Team Leaders

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Job Title Work At Home Team Leaders
Category Customer Service, Management
Job Information

Team Leaders in the Work At Home environment are expected to continually show mastery of the following characteristics.  Each Team Leader will be evaluated regularly to assure that the work at home setting is the best environment for their leadership style.
Duties:

  • Lead, manage and motivate a team of customer service agents to provide a first class customer experience in a work from home setting
  • Ensure key objectives are achieved across the team through both online (live) production support and offline management and work time for the assigned group of employees
  • Monitoring and reviewing the performance of agents, identifying any key coaching needs and ensuring objectives are communicated, understood and achieved
  • Coaching on a one-on-one and small group basis, focusing on driving performance, and improving customer care and a quality service
  • Conducting monthly team member reviews and feedback sessions
  • Provide primary input on personnel matters, including performance appraisals, employee grievances or complaints, and all disciplinary matters
  • Maintaining employee records – i.e. payroll, absence, lateness, communication and other issues within the team
  • Handling escalated customer issues through direct call interaction with the customer
  • Collaboration and communication with management and peers to enhance the operational

Responsibilities:

  • 3-5 years previous management experience with large teams (defined as 15+ direct reports), a minimum of 1 year of which must be in managing remote workers
  • Willingness to work both an assigned live support environment and an offline employee management environment
  • Must provide broadband home connected internet service with speeds of 3mb download and 550kb upload.
  • Must have fixed line (PSTN) phone service with call features (caller ID, call waiting, etc.) disabled while working

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