2nd Shift Contact Center Team Leader Job in Enfield 06082, Connecticut US

The LEGO Group offers unique and challenging career opportunities in a global organisation founded on fun, creativity and innovation. The name 'LEGO' is an abbreviation of the two Danish words "leg godt", meaning "play well". And that has been our guideline since 1932. Today, LEGO Group is the world’s largest manufacturer in construction toys and LEGO products are sold in more than 130 countries. Our head office is in Billund, Denmark, and we have subsidiaries and branches throughout the world.

LEGO is an inspiring and rewarding place to work. Our culture is characterised by an informal atmosphere, an open dialogue, and respect for each other. So if you are a dedicated professional with an imaginative mind who wants to take play seriously, we can offer you the building bricks for a great career.

Overview:

The purpose of the role is to manage, lead and develop a team of 10-25 Consumer service advisors to provide Fun, Reliable, Knowledgeable and Engaging service to Consumers via phone, e-mail and letters. The Team leader will use a blend of (real time) performance management and coaching to ensure that all team members are equipped to meet their Key Performance Indicators and Cot’s in a way which maximizes motivation and job satisfaction.

He/ She will inspire and motivate the team to deliver a great consumer experience, increasing the affinity our consumers feel for our brand and our products. (Evidenced by the Net Promoter Score and Quality scores) whilst meeting the profitability, quality and productivity goals of the business.

The Team leader will lead his/her team through change in support of the company’s growth strategy. He/she will motivate and inspire the team to incorporate and maintain our essential LEGO consumer service and quality values in any new consumer touch point or future consumer experiences the company will encounter.

Core Accountabilities:

40% Skill Development:

• Reviewing team’s performance and create and follow up on action or improvement plans for all team members based on all available quality reporting. Regularly feedback to BOM on findings and progress.
• Delivering coaching and other developmental activities that are tailored to the needs of the individual, utilizing senior advisors where appropriate.
• Balancing and blending the use of performance management and feedback (directive) and coaching (GROW model, non-directive) based on the needs of the individual and the business.
• Ensuring IDP’s are in place and documented for all team members and are reviewed regularly. Providing support in line with individual and business needs.

40% Management Activities:

• Role-modeling our behavioral values – Fun, Reliable, Knowledgeable and Engaging
• Providing visible leadership to all department staff (not just own team), facilitating two-way communication of information and initiatives and actively working to improve culture of openness and trust.
• Ensuring team members adhere to designated schedules (start/finish, break and training times).
• Supporting the Workforce Planning Specialist in directing the balance of team tasks (e.g. phone, e-mail, data entry, outbound calls etc.)
• Proactively managing sickness and productivity, behavioral and disciplinary issues, seeking guidance from BOM and HR as appropriate.
• Ensuring a healthy, positive team environment, addressing issues and providing feedback where necessary in a timely manner.
• Conducting regular team meetings and one-to-one meetings to ensure team understands current performance. Clear actions are agreed upon and communicated via the most effective channels.
• Contributing to and supporting actions resulting from Pulse and internal Staff Satisfaction Surveys in order to drive process improvement and maximize job enrichment.
• Conducting annual PMP review for team members and contributes to the HR People Review process.

10% Direct Consumer Contact:

• Handling escalated consumer calls that are beyond the scope of the first escalation level to resolve or as appropriate as scheduled Shift Leader. Strives to maximize consumer satisfaction and resolve issues in a way that balances the needs of the consumer and the business.
• Proactively handles contacts in times of extreme volumes or staff shortages

10% Special Projects:

• Engages in special contact center related projects as required.
• Participates in seasonal recruitment projects as required to support recruitment seasonality manager.

Requirements:

Internal contact center:

At least 3 years of contact center experience
Exceptional communication skills
Experience with proving coaching and feedback is a must
Senior advisor experience preferred

Internal outside contact center:

Minimum of 3 years team leader experience required
Contact center experience required
Proven track record of leading successful teams
Exceptional communication skills
Knowledge of SAP is a pro

We conduct drug screening as a part of our drug free workplace policy and in support of our commitment to the health and safety of our employees.
To learn about how you can build your LEGO future please visit www.jobs.lego.com
We are proud to be an EEO/AA employer M/F/D/V

PLEASE APPLY DIRECTLY: http://jobsatlego.com/enfield/view-all/jobid2272010-2nd-shift-contact-center-team-leader-jobs