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Team Lead/Supervisor

Company: Grace Federal Solutions LLC
Location: Raleigh
Posted on: May 3, 2021

Job Description:

Objective

Responsible for day-to-day work allocation and performance of staff to provide accurate, timely, accessible, and professional customer service in accordance with SLA and team KPIs.   In coordination with Human Resources and Center management; manages workforce planning, hiring, training, and performance management. Call Center experience required.

Key Processes and Tasks Performed

Manage team performance against agreed team KPIs and implement improvement opportunities or corrective actions to improve overall performance and quality of team

Responsibilities

  • Plans, directs, supervises and evaluates work distribution, work prioritization and day to day business performance management activities to achieve agreed team KPIs in line with compliance requirements
  • Develops and manages the operational workforce plan to ensure continuity through adequate cover for planned and unplanned staff absences
  • Reviews daily activity forecast, workload distribution, and staff schedule and implements adjustments as required
  • Manages and monitors workflow distribution tools to properly disseminate and assign work units across the team (i.e. email, call volume)
  • Identifies individual training needs and required training and provides coaching to develop the team members skills and capabilities
  • Works with Center Leader to assess supply/demand of current workforce status vs. BU inputs and identify backfill resources to address required balance of skills and capacity
  • Identifies training needs to equip identified resources for backfill and coordinates execution of training in conjunction with Training Specialist
  • Manages workforce related escalations and decision making processes
  • Provides reward and recognition to team members

Skills and Competencies

  • Excellent interpersonal and communication skills.
  • Proven analytical abilities.
  • Demonstrated ability to manage across organizational and/or divisional boundaries.
  • Managerial skills.
  • Demonstrated leadership ability.

Education

  • College degree preferred
  • Requisite general management training courses

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Keywords: Grace Federal Solutions LLC, Raleigh , Team Lead/Supervisor, Other , Raleigh, North Carolina

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