Temporary Team Lead - AMEX

Cloud5 Communications; California; Sur place; USD 60 000 - 90 000; Plein temps

Résumé du poste

Cloud5 Communications seeks a Team Leader to mentor a group of Agents, drive performance, and reinforce corporate initiatives. You will coach for skill development, manage escalation outcomes, and promote a positive, collaborative work environment in a fast-paced setting.

Responsibilities include coaching, monitoring reports, and leading team meetings while aligning with company vision and sales targets. High school diploma required; strong communication and adaptability are essential.

Qualifications

• Proven ability coaching and motivating employees in a results-driven environment.
• Ability to effectively handle customer escalations in a positive and effective manner.
• Exceptional negotiations skills.
• Demonstrated ability to adapt quickly and lead effectively in a changing environment.
• Ability to develop and maintain highly effective relationships.
• Possess strong written and verbal communication skills.
• Strong time management and multitasking skills.
• Possess solid decision making and influencing skills based on facts and sound judgement.

Responsabilités

• Lead, coach and develop a team of Agents in all areas related to work performance and career development.
• Influence positive employee morale through effective communication and identification of issues for review and/or resolution.
• Analyze regular reports to track and trend performance. Translate analysis into meaningful coaching opportunities for employee.
• Apply a collaborative style of coaching to foster employee ownership of performance enhancements and achievement of sales targets.
• Proactively propose improvements to the work environment, with emphasis on productivity, quality, execution, and team member growth.
• Identify and coordinate with HR and/or Training for additional education as required to improve Agent skill and competency.
• Reinforce positive behaviour through appropriate recognition.
• Prepare and facilitate effective team meetings.
• Support corporate initiatives.

Connaissances

Coaching & motivation

Customer escalation handling

Negotiation skills

Adaptability

Relationship building

Written & verbal communication

Time management

Decision making

Formation

High School Diploma or equivalent

Description du poste

The Team Leader acts as the key contact for their assigned team of Agents. Team Leaders inspire, set stretch goals, resolve conflict, and increase cooperation within their team. Additionally, they are responsible for updating their team on corporate policies and procedures, account-related information, as well as overall team performance. Team Leaders are trusted leaders who continuously communicate the company’s vision and direction to their team of high performing Agents.

Responsibilities and Duties:

Lead, coach and develop a team of Agents in all areas related to work performance and career development

• Influence positive employee morale through effective communication and identification of issues for review and/or resolution
• Analyze regular reports to track and trend performance. Translate analysis into meaningful coaching opportunities for employee
• Apply a collaborative style of coaching to foster employee ownership of performance enhancements and achievement of sales targets (if applicable)
• Proactively propose improvements to the work environment, with particular emphasis on productivity, quality, execution, and team member growth
• Identify and coordinate, with HR and/or Training, additional education as required to improve Agent skill and competency
• Reinforce positive behaviour through appropriate recognition
• Prepare and facilitate effective team meetings
• Support corporate initiatives

The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.

Qualifications

Qualifications:

High School Diploma or equivalent

• Proven ability coaching and motivating employees in a results-driven environment
• Ability to effectively handle customer escalations in a positive and effective manner
• Exceptional negotiations skills
• Demonstrated ability to adapt quickly and lead effectively in a changing environment
• Ability to develop and maintain highly effective relationships
• Possess strong written and verbal communication skills
• Strong time management and multitasking skills
• Possess solid decision making and influencing skills based on facts and sound judgement