Team Lead - Customer Care
Sourcepoint Team Leaders drive and direct the performance and
behaviors of his or her team. The Team Leader develops Customer
Care Agents, creates and maintains an environment of open
communication, and leads by example. Forges solid relationships and
empowers team members, laying the foundation for a high performing
Major Duties and Responsibilities:
Responsible for supervising daily performance of call center
Coach and develop team members in all aspects of performance
including, but not limited to metrics and behaviors related to the
Draft and conduct performance evaluations, may assist in the
employment decision, sets performance goals and objectives.
Manage employee issues regarding attendance, performance,
conduct, and delivers appropriate corrective action as needed.
Communicate policy updates and company information through team
meetings, huddles and one-on-one development sessions.
Documents all coaching/development sessions, utilizing
designated tools, in a timely manner.
Interacts with cross-functional support groups in order to
manage the day-to-day operations.
Additional daily administrative duties (e.g., time card
administration, payroll, etc.) as required.
The list of responsibilities may not be all-inclusive and can be
expanded to include other duties or responsibilities, as
Demonstrated coaching and counseling skills used to effectively
develop all employees; influence and change individual behavior and
assist employees achieve a high level of success and
Excellent management skills for the purpose of resolving
escalated employee and customer complaint issues.
Proven leadership skills to effectively develop, lead, inspire
and motivate a high performing team.
Effective problem solving/process improvement skills used to
identify and resolve day-to-day operation and employee relations
Ability to think analytically to identify qualitative or
quantitative trends and take appropriate actions.
Detail orientation, organizational, prioritization and time
management skills; experience building daily/weekly structure in
Takes a proactive role in bring about change, applying new ways
to develop the business through improved management of people and
Ability to work a flexible schedule to meet the needs of the
business and performance requirements.
Works cooperatively and collaboratively with all levels of
employees, management, and external agencies to maximize
performance, creativity, problem solving, and results.
Proficient in the use of all Microsoft Office applications.
Education/Experience and/or Training:
High school diploma or equivalent experience required,
bachelor's degree preferred.
2-5 years Customer Service/Call Center experience.
Minimum 1 year management or supervisory experience; call center
and sales experience preferred
Sourcepoint is an Equal Employment Opportunity/Affirmative
Action Employer and maintains a Drug-Free Workplace.
All candidates who have received a written offer of employment
will be required to undergo a company paid drug test. Failure to
submit to this test and/or to successfully test negative will
result in withdrawal of the applicant's job offer.
Sourcepoint participates in E-Verify and we will provide the
Social Security Administration (SSA) and, if necessary, the
Department of Homeland Security (DHS), with information from each
new employee's I-9 to confirm work authorization.
It is the policy of this Company to seek and employ qualified
individuals at all locations and facilities, and to provide equal
employment opportunities for all applicants and employees in
recruiting, hiring, placement, training, compensation, insurance,
benefits, promotion, transfer, and termination. To achieve this, we
are dedicated to taking affirmative action to employ and advance in
employment qualified individuals with disabilities, disabled
veterans, and other eligible veterans.