Job Summary

The Team Lead position collaborates with a team of Customer Service Representatives (CSRs) and/or Inside Commercial Representatives (ICRs) to meet overall call center objectives and enhance the customer service function to exceed all customers’ expectations.  The Team Lead supports the call center by providing ongoing assistance to call center representatives, oversight of real-time call center performance, and reporting of call center metrics.

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 call center representatives
• Provides ongoing training to new hire call 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 and provides feedback as necessary to ensure call centers quality standards are exceeded
  Supports case management/credit approvals and review
• Maintains routine customer service related reports and creates reports as required and requested by management
• Acts as a liaison between call center representatives, supervisory staff and other departments
• Performs administrative duties as requested

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.

Other  Education and Experience

• Internal candidates must be performing in an above average capacity in their current position, be an employee in good standing and have worked at WM for 12 months.
• 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.

Other Knowledge, Skills or Abilities Required

• Proficient in call center technical knowledge and skills
• Proficient in MS Office (Word, Outlook and Excel)
• Excellent verbal, written and analytical skills
• High customer focus
• Reacts well under pressure
• Treats others with respect
• Identifies and resolves problems in a timely manner
• Prioritizes and plans work activities
• Works both independently and with a team to meet site goals
• Adapts to frequent changes in the work environment
• Manages difficult or emotional customer situations

Work Environment

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Benefits

At Waste Management, 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.