Team Leader Remote

General Information

Location

Work at Home

Job ID

8421

Job Category

Operations

Language Requirement

English

Description & requirements

Description

The Team Leader (TL) is directly responsible for performance management inclusive of all Transcom and client specific Key Performance Indicators (KPI). To effectively manage his / her team, the Team Leader will primarily be focused on preparing and executing effective coaching conversations, managing performance and accountability, and ensuring Customer Service Advisors (CSA) are following Transcom and client guidelines and procedures.

What's in it for you?

• Position as a Transcom employee
• Paid Vacation Time
• Benefits for you and your family - Medical, Dental, Vision
• 401(k) investment options, with employer-match opportunities
• Employee Assistance Program
• Ability to develop your skills and grow your career
• An opportunity to work for a company passionate about people
• Career advancement

What will you do? Responsible for evaluating and coaching their Customer Service Advisors performance, developing talent by "building their bench", monitoring real-time adherence call activities, tracking and reporting on key metrics, and identifying, addressing, and escalating risks as applicable.

People Lead team of Customer Service AdvisorsCoach, develop, motivate and support direct reports to ensure they are providing best-in-class customer service on all customer interactions Promote efficiency and achievement of targets, supporting CSA attainment of performance incentivesCollaborate constructively with peers, leadership, and support teams such as Quality Assurance and Training to share and leverage others best practicesOpen to feedback and guidance from leadershipKeep motivation high by adapting virtual leadership style to individual needsCreate culture and environment conducive for Customer Service Advisor success by promoting and recognizing personnel and initiatives to drive positive engagement and performance.Maintain high employee engagement and satisfaction Lead by example, responsibility, and accountability for taking the correct required action on progressive discipline procedures.

PerformanceDrive culture of accountability, continuous improvement, and personal excellenceSelf reliant - prioritize objectives, identify, assess, and execute solutions for performance issues or areas of improvementsAccountable and full responsibility for direct reports and team key performance target achievements.Understand and meet Key Performance metrics and targets.Review and evaluate performance reports to identify strengths and opportunities.Create individual targets for each direct report through customized coaching plans.

QualityCommunicate key messages effectively to ensure that direct reports are well informed about procedural changes or incidents that may impact them or their customersPrioritize objectives with little-to-no assistance, finding issues and creating and executing on solutions that address those issuesWork output is prioritized, utilizing proper time management and accuracyMonitor CSA's ensuring that each advisor receives feedback regularly, in conjunction with review of live and recorded call observationsParticipate in Transcom and client calibration sessions

Additional Specific Duties & ResponsibilitiesBe actively involved in problem solving and propose improvements to processesImplement and respect Transcom standard practicesConduct yourself in a manner consistent with the values of the organizationDrive and foster a culture of positive performanceMake Transcom an enjoyable place to work for everyone

Qualification and experienceTo qualify for this role you must have / be...Proven track record of performance management, development of talent, and coaching effectivenessDependable and consistentNimble thinking, high energy, passion and persistent, resourcefulnessExcellent communication skills including active listening, empathy, concise, and clarityPassion for coaching excellence, providing constructive feedback, and developing talentPositive outlook, enthusiastic team player attitudeDriven by delivering resultsStrong communication skills - verbal and written in the English language A good understanding of CRM best practices; have ability to set SMART targetsAbility to analyze results and make decisions based on data and facts Understand basic mathematics needed for reporting, analysis, and differentiation purposesStrong organizational and time management skillsFocused on setting clear objectives and prioritiesGood understanding of mobile and computer technology Ability to work a flexible schedule including nights, weekends, and holidaysSuccessful completion / passing of criminal background check

It will help if you have...

2-5 years of leadership experience in a contact center / BPO experienceDirect reports of at least 10 peopleHave worked in a self-driven environmentPrevious experience managing a team in both onsite and virtual environmentsKnowledge and understanding of Transcom proceduresExperience with Training or Quality Assurance in a call center environment

RequirementsThe following items are mandatory pre-employment requirements and / or skills / experience that are required to be successful for this role.

At least 18 years or older

Location RequirementsMust live and work in one of the following states : AL, AR, FL, GA, ID, IN, IA, KS, KY, LA, MO, MS, NE, NH, NC, ND, OH, OK,

Work at Home Requirements :

Transcom provides you an all-in-one computer, monitor, and headset for this position. The computer contains a built-in webcam that is required to be used for training and meetings.

Although the computer is provided if you are hired, you will need a home desktop or laptop computer that is hardwired using an Ethernet connection to complete the typing and internet speed assessments during the application. This is a requirement to be considered for this employment opportunity.

What Life at Transcom is like!

Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 90 contact centers across 28 countries, delivering services in 33 languages to international brands in various industry verticals. Right now, we are growing our virtual footprint in North America and currently hire remote employees in 26 states and 3 Canadian provinces. Proud to be recognized by FlexJobs as #8 on their list of the Top 100 companies to watch for remote work in 2025. At Transcom, we're relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together. We are the voice of our clients. We are Transcom. We are passionate about people and look forward to meeting you!