I.

Job Summary:

The SBS Resource Management Team Lead position collaborates with a team of Analysts to meet overall contact center objectives and enhance the customer service function to exceed all customers' expectations. The Team Lead supports the contact center by providing ongoing assistance to contact center representatives, oversight of real-time performance, and reporting of metrics.

II.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

• Provides daily guidance and assistance to contact center representatives
• Helps to support ongoing training to new hire contact center representatives
• Handles customer escalations that may require deviation from standard screens, scripts, and procedures
• Oversees real-time performance of site and queue management
• Monitors calls or emails and provides feedback as necessary to ensure quality standards are exceeded
• Expedites sensitive operational issues and makes appropriate decisions to inform a supervisor or takes independent action if necessary
• Maintains proficiency in customer service functions and, when volumes dictate, assist in responding to customer inquiries
• Acts as a liaison between call center representatives, supervisory staff, and other departments
• Performs administrative duties as requested
• Actively participates in key departmental and divisional initiatives when called upon
• Manage a team of resource analysts to organize, lead, and develop to ensure meeting work standards

III.

Supervisory Responsibilities:

• This job has no direct supervisory duties, however, will provide guidance and assistance as required by management. This may include training and providing feedback to call center representatives in addition to assisting with non-routine and escalated customer calls. This position does not have hiring/termination or employee disciplinary authority.

IV. Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US.

A.

Education and Experience:

• Education: High School Diploma or GED (accredited).
• Experience: 2 years of customer service experience with a minimum of 1 year as a WM customer service representative.
• Experience: 1 year or more in Resource Management as an Analyst Preferred

B. Certificates, Licenses, Registrations or Other Requirements

• Internal candidates must be performing in an above average capacity in their current position and be an employee in good standing.
• No written or final disciplinary actions of any type within 180 days prior to eligibility of achieving level status
• Must have maintained a minimum average value of Meets or Exceeds Expectations on the Customer Service or other related scorecard for a twelve -month period
• Proficient in MS Office
• Strong keyboarding skills and words per minute
• Professional verbal and email communication skills

C. Other Knowledge, Skills or Abilities Required

• Excellent verbal, written and analytical skills
• Computer skills -MS Office
• Typing Skills
• Professional phone and email etiquette
• Ability to multitask.
• Ability to react well under pressure and treats others with respect
• Identifies and resolves problems in a timely manner
• Prioritizes and plans work activities
• Focuses on solving conflicts and listening to others without interrupting
• Be punctual at work
• Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards.
• Balances team and individual responsibilities and helps build a positive team spirit
• Adapts and able to deal with frequent changes in the work environment
• Able to manage difficult or emotional customer situations and responds promptly to service requests to meet customer commitments.
• Demonstrates accuracy and thoroughness to meet productivity standards in a timely manner.

The expected starting pay range for this position across the U.S. is $26-29/hr. This represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.

V. Benefits

At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click Apply.