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Elavon Technical Support Team Lead
Elavon
Englewood, CO, United States
Job Details - this job has expired, please see similar jobs below
Position Highlights:
The Team Lead will direct, inspire and motivate the team to deliver operational business objectives. Provide direction to a team of agents to deliver SLA and business objectives through workflow management, coaching and supporting their team.
• Identify process improvements and enhancements to develop customer experience as well as maintaining effective leadership of the team.
• Ensure all service standards are met and exceeded by the team.
• Adhere to policies and procedures, to communicate and engage with team members on a daily basis to ensure business objectives are achieved.
• Participate in resolution of escalated issues and collaborates with internal and external customers within a fast paced environment.
Must be able to work nights and weekends. Shifts subject to change based upon business need.
Qualifications
Basic Qualifications:
• Associate's degree, or equivalent work experience
• Five or more years of experience in a customer service capacity
Preferred Skills & Experience:
• Strong customer service/sales and problem-solving skills
• Thorough knowledge of applicable services, products, systems, operations, policies and regulations
• Good organizational and time management skills
• Ability to handle and resolve complex customer issues
• Good verbal and written communication skills
• Proficient computer skills, especially Microsoft Office applications
• Experience as a senior level customer service representative preferred
• Ability to work to deadlines
• Coaching, supporting and manage the performance of a team
• Focus on attention to detail and adhere to guidelines and rules