SUMMARY
The Team Leader– Supplier Success, leads and supports a team of direct reports. The Team Leader's goal is for them and their team to provide customers with the highest level of service and support with a focus on First Contact Completion. They perform numerous administration functions including, time keeping, scheduling, reporting, coaching and development, and manage their team's overall productivity, in addition to driving the most critical metric – Customer Satisfaction. The team leader participates in daily, weekly, and monthly management meetings and huddles as needed utilizing approved company video conferencing tools. They must be a leader and mentor to their team. As a leader in the Supplier Success Organization, the Team Leader will be expected to take on responsibilities beyond just their individual team. This is the most critical front-line leadership role in the organization when it comes to creating a positive experience for our customers.
This role offers a hybrid schedule in our Newcastle, NSW office.
RESPONSIBILITIES:
* Manage a team of front line Supplier Success Professionals.
* Ensure your team provides a world-class service experience to our customers as measured by customer survey results.
* Perform all administrative duties and functions involved in managing a team including but not limited to attendance management, scheduling, coaching, disciplinary actions, recognition, call monitoring, side-by-sides, reporting duties, and other required administrative functions.
* Comply with company working policy.
* Professionally respond to customer service needs of Avetta customers via Phone, Chat, Email, Voicemail, SMS, and any other active service channels as assigned and needed.
* Coach, develop, mentor, and support your front-line teammates – lead by example.
* Conduct QA on calls, chats, emails.
* Participate in Calibration sessions as needed.
* Involvement in the hiring and selection of Supplier Success Professionals and Team Captains.
* Handle customer escalations and service recover efforts.
* Work with other leaders within the Supplier Services organization as well as other departments, such as billing, insurance, client success, etc.
* Occasional travel may be required as per company travel policy.
* Other duties, tasks and projects as required.
METRICS THAT MATTER:
* Customer Satisfaction (CSAT) Survey Scores
* Personal and team CSAT scores
* Core Inbound and Outbound servicing metrics
* Phone & Chat Wait times
* Abandon %
* Service Level
* Quality
* Compliance & Completion
* Campaign specific metrics and reporting's
* Productivity
* Schedule adherence