The Senior Team Lead is responsible for the daily supervision of the day-to-day activities of the customer care contact center team; ensuring the Team Leaders are meeting their responsibilities and Customer Care Executive are providing world-class customer service support.

ESSENTIAL POSITION FUNCTIONS

• Provide additional leadership, support and call center oversight during morning or evening hours of operation based on operational
• Inspire, motivate and lead customer care contact center team members to perform at their highest level handling all customer care contacts in a timely, efficient and knowledgeable
• Provide daily direction and communication to customer care team, creating and maintaining a high-quality, professional and fun work 
• Provide workforce management support including but not limited to; 1) Monitoring real time queue and adjusting back-office work needs to ensure inbound customer calls are handled as a priority 2) In coordination with the Workforce Manager, provide real-time staffing adjustments based on call volume (asking for volunteers to stay longer or leave early). 
• Provide real-time support answering questions for the customer care team on how to properly handle customer 
• Escalation point of contact during any outages and responsible for escalating to Manager and other Departments as necessary 
• Responsible for opening and closing procedures and handling escalations for issues impacting the contact center such as outages, weather or other site-level
• Monitor staff performance by observing all communication channels to ensure world-class quality of
• Manage team and individual performance to ensure key metrics are being met through coaching, continuous improvement and performance
• Empathetically respond to employees who experience work and/or personal problems, providing appropriate coaching, direction and resolution; appropriate judgment in upward communication in escalating or sharing information with Contact Center Supervisors, Manager, Director or Human Resources is of upmost
• Monitor and manage Outlier reporting, coaching and follow-up
• Provide back-up for all order processing/customer service functions during high volume times of days; peak and off-peak ;
• Assist in professional development and training and continuous
• Complete and/or coordinate department projects as
• Provide continual evaluation of processes and procedures and suggest methods to improve area operations, efficiency and service to both internal and external

PERIODIC OR SECONDARY POSITION FUNCTIONS

• Assist in maintaining department
• Represent the RailRecipe- Amiure International Contact Center on assigned task forces and ;
• Assist in other office support areas
• The above listing of essential and periodic functions is not an inclusive listing of all duties that may be required

SUPERVISORY RESPONSIBILITIES

This job is responsible for providing daily direction to the contact center team and assigned team members.

COMPETENCIES

• Excellent communication
• Intrinsic desire to help people and be an employee
• Strong customer service
• Strong organizational
• Excellent problem solving and analysis
• Strong computer skills and experience with Microsoft Office

EDUCATION and/or EXPERIENCE

• High school diploma or equivalent. Associate degree in related field
• One year of supervisory experience 
• 2-3 years of progressively responsible experience in a customer service
• Previous experience in a contact/call center
• Experience in training