[Hiring] Team Lead, Temporary Roll-Off Sales @Waste Management, Inc. (WM)

Role Description

The Team Lead works with Temporary Roll-off (TRO) and Customer Experience sales representatives, and Area partners, to assist WM customers by phone, email, live chat, and self-service channels. The aim is to meet contact center goals and exceed customer expectations. The Team Lead supports the TRO department by providing ongoing assistance to TRO representatives, oversight of real-time productivity performance, and reporting of RSS metrics as needed. This role has a sales compensation component that will be driven by individual success and performance.

Qualifications

• High school diploma or GED (accredited)
• Two years of relevant B2B experience in sales (in addition to education requirement).
• Prior experience as a WM TRO representative (preferred).

Requirements

• Provides daily guidance and assistance to TRO sales representatives.
• Responsible for Tier approvals in sub-Teams channels.
• Queue monitoring and availability, as well as queue support via taking phone calls as needed to support daily ASA requirements.
• MS Teams channel champion.
• Huddles in partnership with Supervisors.
• First point of contact for shared mailboxes and voicemails.
• Troubleshooting support with representatives on systems (Ex: VDI, IW, Employee Console) and connectivity as needed.
• Handles customer escalations that may require deviation from standard screens, scripts, and procedures and performs follow ups as needed.
• Supports case management/credit approvals and review.
• Acts as a liaison between TRO, Leadership, and other departments.
• Performs administrative duties as requested.
• Provides training support for new hires to support their onboarding journey.
• This job has no direct supervisory duties, however, will provide guidance and assistance as required by management.
• Flexible scheduling and willingness to perform other tasks as required by management.

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.