[Hiring] DCR Team Lead @Waste Management, Inc. (WM)

Role Description

The Team Lead position collaborates with a team of Digital Care Representatives 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.

• 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
• Interacts with WM Customers via Multi-Channel Customer Service
• Flexible scheduling and willingness to perform other tasks as required by delivery channel

Qualifications

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

Requirements

• Must live and work in the US & within 50 miles of a current CE Location
• The expected base pay range for this position across the U.S. is $21.15-$26.44
• Internal candidates must be performing in an above average capacity in their current position
• Must have maintained a minimum average value of Meets or Exceeds Expectations on the Customer Service or other related scorecard for a twelve-month period

Benefits

• Competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability
• Stock Purchase Plan
• Company match on 401K
• Paid Vacation, Holidays, and Personal Days
• Benefits may vary by site