Human Capital Services Reports Team Lead
Team Leads are responsible for a team?s performance, development, mentoring, and coaching to meet and continuously improve both TeleTech and HCS metrics for ticket management, chat and phone time. Team Leads focus on team performance providing motivation and support to enhance engagement and success in attaining targets and goals. Team Leads hold team accountable for meeting all performance indicators/metrics using reporting tools and techniques, monitoring SLA via ticket management and resolution, team meetings, and one-on-ones. This includes Summary of WHY Report, Productivity, and HCS NPS. Perform advanced level of reporting work requiring professional competency at a Management level. Team Leads are visible on the floor and/or visible on the buddy list and in chat and are available primarily for Specialist questions, issues, and customer escalations; ensure a quality customer experience on transaction, resolution of issues, attendance, reliability, and reduction of attrition. Team Leads lead staff in accordance with policies and procedures of TeleTech. Responsible to meet the team productivity, SLA, quality goals, timely WHY resolutions and NPS. May have additional project and/or initiative work where benefits extend beyond the immediate team. Communicate with other Team Leads and reports daily to the HCS Manager. Team Lead must ensure that all Specialists and Coordinators adhere to all Human Capital Contact Center performance objectives, metrics and standard operating procedures.
