CE TEam Lead I

I. Job Summary

The Team Lead position collaborates with a team of Customer Service Representatives (CSRs) and/or Inside Commercial Representatives (ICRs) interacting with WM Customers via Multi-Channel Customer Service which may be a combination of platforms including phone email live chat or self-service channels to meet overall contact center objectives and enhance the customer service function to exceed all customers expectations. The Team Lead supports the contact center by providing ongoing assistance to contact center representatives oversight of real-time contact center performance and reporting of contact center metrics.

Preference to hire from within the current WM CE Team

II. Essential Duties and Responsibilities

• Provides daily guidance and assistance to contact center representatives
• Provides ongoing training to new hire contact center representatives
• Handles customer escalations that may require deviation from standard screens scripts and procedures
• Oversees real-time performance of site and queue management
• Monitors calls and provides feedback as necessary to ensure contact centers quality standards are exceeded
• Supports case management/credit approvals and review
• Maintains routine customer service related reports and creates reports as required and requested by management
• Acts as a liaison between contact center representatives supervisory staff and other departments
• Performs administrative duties as requested
• This job has no direct supervisory duties however will provide guidance and assistance as required by management.
• This may include training and providing feedback to contact center representatives in addition to assisting with non-routine and escalated customer calls.
• Interacts with WM Customers via Multi-Channel Customer Service which may be a combination of platforms including phone email live chat or self-service channels.
• Flexible scheduling and willingness to perform other tasks as required by delivery channel.

The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US & within 50 miles of a current CE Location.

A. Education and Experience

• Education: High School Diploma or GED (accredited) required
• Experience: 2 years of experience as a WM CSR/ICR required.

Knowledge Skills or Abilities Required

• Proficient in contact center technical knowledge and skills
• Proficient in MS Office (Word Outlook and Excel)
• Excellent verbal written and analytical skills
• High customer focus
• Reacts well under pressure
• Treats others with respect
• Identifies and resolves problems in a timely manner
• Prioritizes and plans work activities
• Works both independently and with a team to meet site goals
• Adapts to frequent changes in the work environment
• Manages difficult or emotional customer situations

C. Location

Alabama3301 Acmar Rd Moody AL 35004
Arizona2550 W Union Hills Dr Phoenix AZ 85027
Florida3510 Rio Vist Ave Orlando FL 32805
Illinois720 E Butterfield Rd Ste 400 Lombard IL 60148
Mass.1700 W Park Dr Suite 300 Westborough MA 01581
Michigan41100 Plymouth Rd Suite 170 Plymouth MI 48170
Mississippi499 Gloster Creek Village Ste B2 Tupelo MS 38801
Pennsylvania625 Cherrington Parkway Moon Township PA 15108

The expected base pay range for this position across the U.S. is $21.15-$26.44. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidates relevant experience education training certifications qualifications and work location.

Benefits
At WM each eligible employee receives a competitive total compensation package including Medical Dental Vision Life Insurance and Short Term Disability. As well as a Stock Purchase Plan Company match on 401K and more! Our employees also receive Paid Vacation Holidays and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for please click Apply.

Internal candidates must be performing in an above average capacity in their current position be an employee in good standing and have worked at WM for 12 written or final disciplinary actions of any type within 180 days prior to eligibility of achieving level have maintained a minimum average value of Meets or Exceeds Expectations on the Customer Service or other related scorecard for a twelve -month period.