Contact Center Team Lead - GBS

Aramark (NYSE: ARMK) proudly serves the world's leading educational institutions, Fortune 500 companies, world champion sports teams, prominent healthcare providers, iconic destinations and cultural attractions, and numerous municipalities in 19 countries around the world. Our 280,000 team members deliver innovative experiences and services in food, facilities management and uniforms to millions of people every day. We strive to create a better world by making a positive impact on people and the planet, including commitments to engage our employees; empower healthy consumers; build local communities; source ethically, inclusively and responsibly; operate efficiently; and reduce waste. Aramark is recognized as a Best Place to Work by the Human Rights Campaign (LGBTQ), DiversityInc, Black Enterprise and the Disability Equality Index. Learn more at www.aramark.com or connect with us on Facebook and Twitter.

Description

The Contact Center Team Lead is responsible for creating a customer centric environment that stimulates an enthusiastic, motivating, high performance culture and is focused on continuous improvement. Position entails supervising a team of 10-15 contact center agents, providing direction and guidance to maximize operational efficiency and deliver a world-class customer experience.

Essential Functions:

• Direct, guide, coach, and mentor a team of 10-15 agents to achieve individual and corporate goals;
• Monitor phone and email activity using various contact center applications and tools. Conduct weekly one-on-one coaching sessions with agents to review overall performance and ensure success in achieving key performance metrics;
• Create goals to encourage the timely progression of performance management guidelines. Recognize and reward successful performance. Identify and correct areas of substandard work performance through the coaching and progressive discipline process, when necessary;
• Manage daily activities that impact targeted service levels which include, but are not limited to, monitoring adherence to schedule, average handle times, and other key performance indicators;
• Act as Subject Matter Expert (SME) and as a final point of escalation for issues to ensure the needs of our customers and clients are satisfactorily met;
• Assist with training new hires as they transition into their contact center roles;
• Identify, initiate and lead process improvement initiatives; aid in developing and executing strategies to improve end-to-end processes and client satisfaction ratings;
• Communicate company strategies, initiatives, system enhancements and other key information to contact center agents;
• Support the recruiting of new contact center agents and make final hiring decisions;
• Partner with other stakeholders across the organization to execute new policies and procedures in the contact center;
• Provide phone and email support during times of peak contact volume;
• Assist with special projects and other duties as assigned.

Qualifications

• Two years of supervisory experience supporting a team of 10+ agents in a contact center preferred;
• Strong interpersonal skills and enthusiasm for developing others. Ability to inspire and motivate others to pursue accomplishments and stretch themselves to new levels of performance;
• Customer-centric attitude with a passion for delivering world-class customer service. Must be able to foster a fun and engaging work environment for the team that cultivates innovation, communication and an eager anticipation of coming to work each day. Must "walk the talk" and lead by example;
• Excellent verbal and written communication skills with the ability to interact in a patient, courteous, clear and comprehensive manner;
• Must demonstrate a high level of customer service by responding to internal and external client needs until satisfied. Utilizes effective decision-making and problem-solving skills;
• Must demonstrate self-motivation and initiative by taking ownership to resolve issues and complete assignments with minimal direction from others;
• Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with a high attention to detail;
• Can learn quickly and adapt to change in a fast-paced, high performance driven culture;
• Demonstrate a professional and polished demeanor with a positive, upbeat, and friendly personality;
• Team player who fulfills commitments to other stakeholders with a positive attitude. Able to work collaboratively and cooperatively with other personnel throughout the organization;
• Outstanding keyboarding/typing and computer skills. Must be browser proficient and possess the ability to multi-task by handling simultaneous things at once;
• Demonstrate exceptional habits of dependability and attendance;
• Schedule flexibility to work a permanent (12) hour schedule, 3 days a week from 7 AM - 8 PM with four weekdays off. Days on will be either Fri/Sat/Sun or Sat/Sun/Mon.