Team Lead MS

Job Title: Team Lead - Charter Department: OperationsReports To: Operations Manager FLSA Status: Non-Exempt/ Salaried Position Summary:

Assists in managing the day-to-day operations of the Charter Workspace and works directly with their own team, typically of 15-20 Communicators, to improve Chater program results. Responsible for daily workspace operations, communications, coaching and development of their team of Communicators.

Duties and Responsibilities:

This list is not comprehensive but meant to represent the most common or important duties of the position. Other duties are required and/or assigned.

• Monitors calls and coaches/develops team members to achieve desired performance and KPIs

• Engages with our AI quality tool to drive good behaviors

• Assists in the administration of discipline, pre-disciplinary conversations, and documents all the foregoing for their team.

• Develops meaningful relationships with Communicators which increases engagement and retention while driving program success.

• Communicates clearly and directly with their team concerning accountability, expectations, performance, and productivity. Communication may be via chat, Microsoft teams, telephone, and email.

• Completes quality assessments for their team as assigned.

• Coaches their team on how to best serve the Charter client.

• Enforces all InfoCision policies.

• Presents annual Communicator reviews for their team.

• Suggests changes to scripting, screens, and other services.

• Supervises and motivates their team to achieve established goals/ metrics.

• Trains or helps to facilitate employee training in tandem with Workspace management. Trainings take place via Microsoft platforms, ILC and other training platforms.

• Assists in solving remote connection issues (issues with their personal computer, internet service and/or phone service).

• Phone time may be required for a portion or all of scheduled hours as/when business needs dictate

Minimum Requirements of All Applicants:

• Ability to lead a diverse team of employees

• Willingness to coach, communicate and resolve conflict

• Ability in motivating, developing, and influencing people as they work.

• Strong reliability and commitment to scheduled shifts

Essential Knowledge Skills and Abilities:** Critical features of this job are described below however may be subject to change at any time. A Team Lead must have:

• Ability to communicate effectively with others using both verbal and written means for hours at a time.

• Ability to read, listen and verbally communicate for hours at a time

• Ability to work in fast paced environment and possess ability to multi-task, meeting deadlines

• Ability to confidently and professionally present information effectively in group, one-on-one or small group situations

• Ability to read, analyze, and interpret written material, understand performance metrics and data

• Ability to respond effectively and professionally both verbally and in writing, to questions from employees, supervisors, company leadership, clients. Communication must be presented accurately, professionally with proper grammar, spelling and presentation.

• Act with diplomacy, poise and tact while handling confidential and sensitive information

• Ability to coach, mentor, providing constructive feedback in a positive and motivating manner

• Possess understanding of technical processes/protocol to troubleshoot, and resolve Communicator/program/systems challenges

• Has working knowledge and understanding of core InfoCision standards and quality expectations.

• Working knowledge of Microsoft Office 365 and InfoCision based platforms.

• Use equipment such as, but not limited to: headsets, telephones, computers and other office equipment (as needed);

• Respond appropriately and professionally to feedback and strives to make immediate and lasting change.

• Must be able to work at home or in brick and mortar if business needs dictate (if applicable)

• Must possess acceptable, required technology and equipment as required.

**Reasonable accommodations may be made to enable persons with disabilities, under the ADA, to perform essential job functions.

Special/ Additional Requirements: Persons in this position may be required to pass a drug and alcohol, credit, and/or criminal background check. Employees must be able to work five (5) days per week, including dayshift, mid-shift and night shift (this schedule may vary based on start and end times). Weekend hours may also be required.