Call Center Team Lead Job in Melbourne, Florida US
Call Center Team Lead
Ricoh IKON | Benefits | Diversity | Recognition Accolades | Training Development Position Information: Location: Melbourne, FL ( Map it! ) Loading map ... Position Type: Admin - Clerical Customer Service General Business Career Level: At least 1 year(s) Ricoh Americas Corporation is a leading provider of advanced office technology and innovative document imaging products, services and software. IKON Office Solutions, a Ricoh company, leverages the manufacturing and engineering expertise of Ricoh to help companies meet today's complex document workflow demands. Together, we provide end-to-end solutions and one of the industry's broadest portfolios of document management services. We offer the comprehensive benefits package that you would expect from an industry leader, as well as: Health and Group benefits 401(k) with company match Tuition reimbursement Employee Assistance/Work Life program Pretax childcare and healthcare accounts Group auto and home insurance Veterinary insurance Wellness education Call Center Team Lead POSITION PROFILE Works with CCO management to oversee daily functions of the department. Supports associates in the daily delivery of assigned tasks. Facilitates the development of new associates. Seeks and applies knowledge of the most current technology and innovative developments. Serves as a liaison to both internal and external customers. Participates in miscellaneous activities and various special projects as assigned my management. Serves as a backup to the manager in his/her absence. JOB DUTIES AND RESPONSIBILITIES Assists Manager with setting team goals and performance measurements Responsible for continual monitoring and analyzing of Phone queue activity daily. (answer time/abandoned calls/call volume etc.) Monitors all offline (non phone queue) duties to ensure completion in a timely manner. Assists Manager with daily staffing. Provides Technical advice and counsel to team members. Provides feedback and input for team members performance appraisals to management. Provides backup support in times of heavy workload or reduced staffing. Takes ownership when dealing with customers, internal and external. Handles escalations from CCO associates. Assists team members with complex customer issues and problems. Responsible for completion of departmental training and follow-up training of associates. Assist with the development and implementation of departmental policies and procedures. Recommends new/improved procedures as needed to improve productivity and skillful job performance. Communicates company goals and enforces company policy. Provides leadership and mentoring to team members. Performs other duties as assigned. QUALIFICATIONS (Education, Experience and Certifications) Requires high school diploma or equivalent. Post high school education is preferred; or a combination of educations and customer service experience. Requires 2-3 years of customer service experience, telephony experience is a plus. Equal Opportunity Employer, M/F/D/V. Save this job | Email this job | Printer-Friendly Version See all jobs at this company