Team Lead, Call Center Job at Penn Foster
Position Summary:
The Team Leader will work with specified groups of Advocates on either the Penn Foster or Ashworth Student Services teams defining and stating expectations for their performance, providing real-time motivation and encouragement based on performance/efficiency statistics, examining the results of his/her team’s performance, and communicating the results to his/her team members, both individually and as a group.
The Team Leader will foster an open dialogue amongst the team so that representatives understand their team goals, and how those goals fit into the mission/vision of the Company. Specifically, this person will work with their designated group to identify and adhere to specific metrics for designated job functions. The Team Leader will empower their reporting SA’s to make responsible business decisions, and will balance professional and personal communication to help establish rapport and foster trust amongst the team. He/she will assist their team with the day-to-day technological and skill-based tasks necessary to help their SA’s achieve their goals.
He/she must be an advocate for positive change, championing causes that benefit our students, our employees, and the Company. They must exemplify the Penn Foster Culture Code, leading by example.
He/she will strive to eliminate dissension/disagreement amongst their team through mediation, and when necessary, corrective action. He/she will address personnel and attendance issues in a direct and respectful manner, and partner with other members of the Management team to resolve these situations where appropriate. This Team Leader will collaborate with fellow Team Leaders and with various departments within Penn Foster to achieve change that is beneficial to all parties involved with our students needs in the forefront.
Essential Job Functions:
- Embody and abide by the Penn Foster Culture Code.
- Handle escalated student situations to provide resolution that exhibits core values for both student and Company.
- Collaborate with the Employee Development team to reinforce key coaching/training concepts. Evaluate/produce weekly/monthly reports on assigned projects, individuals, team and work with Employee Development/Managers to make process improvements, address areas of concern, etc.
- Meet regularly with team members, both individually and as a group, to discuss performance and provide motivation and encouragement.
- Analyze current workflow and process to identify immediate and long term solutions for improvement.
- Collaborate with IT to address technical support for SA’s related to computer usage, phones, phone settings, programs, ITAC requests, access issues, and other issues that may prevent SA’s from fulfilling their job duties.
- Track real-time data to manage staffing, including SA login status, work volume, call volume, and make business decisions based on these statistics, including when to conduct training, group sessions, when to offer Overtime, when to offer Voluntary Time Off, and when to provide developmental feedback to motivate their team members and drive performance.
- Address Personnel situations.
- Review and approve Timecard submissions
- Manage team attendance and compliance. Team Leaders will also update FMLA hours used.
- Administer corrective action notices when necessary to address opportunities for development in the areas of performance, attendance, personnel issues.
- Performs other duties or responsibilities as required or requested
Knowledge, Skills, Abilities:
- Associate Degree or equivalent work experience as a Team Support Specialist
- Working knowledge of social channels required (Facebook, Twitter, etc.)
- Must be fluent with MS Office
- Must be detail oriented
- Must possess a strong desire to implement meaningful change and to improve current processes and workflow
- Ability to work closely with all employees within the organization from front line to executive level
- Experience with Project Management
- Ability to work in a demanding / fast-paced environment
- Contact Center Management a plus
- Strong verbal and written communication skills
- Strong writing/editing skills all business communications styles
- Must possess excellent time management skills to set and handle daily structure/tasks
- Ability to handle multiple tasks simultaneously when required
- Works well under deadlines
- Ability to lead projects and drive them to closure
- Be able to proactively approach process improvement
Equal Employment Opportunity:
At Penn Foster we are proud to be an Equal Employment Opportunity employer. We are committed to creating a work environment that embraces and celebrates diversity. We encourage underrepresented groups to apply. We do not discriminate based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other status protected under federal, state, or local law.
About Us:
At Penn Foster, we are dedicated to helping over 300,000 students each year achieve their goals through affordable, accessible, career-focused learning. Our mission has remained the same since 1890: to enhance the lives of our students and clients through the acquisition of skills and credentials that can help them work toward their career and life goals. Together with our extensive partner network of leading employers, community-based organizations, and academic institutions, we close skills gaps and are building a workforce that’s prepared for the future job market. We aim to help businesses thrive by mobilizing their individual workers and energizing communities with opportunities for growth and progress. We are proud to play a role in the success of over 80% percent of our graduates that see improvement within their careers, as they inspire us to keep finding new ways to further our reach and broaden horizons. Join the Penn Foster movement and start working toward a better future today.
What We Offer:
We offer a competitive base salary, plus a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, parking & commuter benefits, a 401K with a company match, plus free access to all of our online programs.
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