Team Lead, CO Group Sales

Team Lead, TSS

Position Summary:

This role is responsible for assisting the Trade Support & Service (TSS) leadership team with the day-to-day management of the TSS teams. Responsibilities include daily communication with the Manager, Supervisors, Training, QA  and OCU Teams regarding overall team status, monitoring contact volumes, providing support and guidance to team members and providing updates and details on new information or reporting for the teams. This individual will work closely with the TSS team leadership and provide support and assistance regarding several special projects, including training, development and coaching tasks. Must have excellent written and verbal communication skills along with the ability to lead and motivate agents.

Additional job functions and responsibilities will be assigned and catered to the specific needs of the department in which the Team Lead is hired.

Essential Duties and Responsibilities:

1. Act on behalf of Trade Support supervisors when they are unavailable, as directed by management.
2. Provide back up support and guidance regarding employee performance issues for agents as needed.
3. Monitor daily call volumes and react by communicating changing needs with team, leadership and OCU.
4. Monitor attendance and prepare payroll variables.
5. Plan and conduct team briefings and individual coaching sessions as a backup to supervisors at the direction of the Manager.
6. Respond to inquiries from department employees for support and assistance with systems, programs and policies.
7. Assist in managing daily workload for projects versus call volume and service level needs as they change.
8. Lead team and provide required support, training and development in the absence of the supervisor.
9. Provide enhanced level of support and performance management techniques to employees identified as outlying performers.
10. Special Projects, escalations and off phone work as needed to protect the phone support required from the front line is a primary responsibility of this role.
11. Conduct trainings regarding simple topics and new programs; support Training Specialists as Subject Matter Experts.

This job description in no way states or implies that these are the only duties performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their coach or management.