Premium Desk Team Leader

Location: Multiple locations, United States
Date Posted: 09-20-2017
Position: Amex Premium Desk Team Leader (temp to permanent role)
Location: Campbellsville, KY or At Home Associate

Intelenet is seeking 3 Premium Desk Team Leaders on our Amex Travel Rewards account. As a Premium Desk Team Leader you will oversee the daily activities of an assigned team of agents. You will be responsible for managing, training, coaching, up-skilling and guiding agents, while supporting the Operations team as a whole. Monitoring agents, providing feedback, coaching behaviors, calculating performance, and analyzing reports will all be major duties in this position. You will also oversee the management of your team’s schedules and adherence to those schedules.

Responsibilities:
  • Managing and directing activities and up-skill of a team. Supervising, planning, and managing functions
  • Monitor, score and provide feedback to agents regarding call quality, compliance, and productivity
  • Provide coaching, evaluation and assistance to agents regarding performance and work duties while assuring accomplishment of established Key Performance Requirements
  • Answer agent questions and accept and respond to escalated calls
  • Manage IGS expectations for call handling procedures and service level expectations
  • Communicate clear expectations for performance and attendance, and hold agents accountable for delivering on what’s expected
  • Identify customer trends and communicate proposed changes or department needs to Operations Management Team
  • Other duties as assigned by Operations Management
 
Job Requirements
  • Previous leadership experience, preferably in a call center environment recommended
  • Amex Premium Desk experience
  • Amex Sales and Service trained
  • Basic computer skills and knowledge of general office PC-based programs, including MS Word, Excel, PowerPoint, and Outlook
  • Ability to inspire and support people
  • Must have good people and interpersonal skills - ability to build effective relationships with all team members
  • Ability to plan well and prioritize work
  • Ability to maintain calmness under pressure
  • Good decision making skills
  • Strong verbal and written communication skills
  • Must be able to lead by example
  • Work well as part of a team.
  • Flexibility to meet shift requirements based on call volume changes
  • Ability to provide extra hours during times when call volumes are higher than expected
 
Apply today, position closes by 10.13.17!
 
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