Team Manager
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SKILLS/EXPERIENCE REQUIRED:
- Able to demonstrate high level of professionalism and handle discussions with tact and diplomacy
- Analytical mindset with vision to identify potential efficiency opportunities through qualitative and quantitative analysis
- PC competency in a Windows environment with emphasis on Excel, Word and PowerPoint
- Aptitude to learn internal and external systems
- Post-secondary education in business, college diploma or a combination of experience/education is preferred
- Ability to motivate employees to improve and maintain high levels of performance
- Ability to achieve competing, deadline-driven priorities with a high attention to details
- Excellent verbal and written communication skills and exemplary phone etiquette
- Understanding of team building and empowerment concepts with the knowledge on how to apply them in a virtual contact center environment to aid employee retention
- Must be available to work weekends, holidays, to include 24 hour schedule flexibility
- Demonstrates the ability to bring conflict into the open and facilitate a beneficial resolution
- Independently researches escalated internal and external customer issues by using probing techniques and problem solves to identify necessary steps to resolve concerns and maintain customers
MISCELLANEOUS:
- Any additional tasks and responsibilities as required