The PS SSC Team Lead objective will assist base line agents in the day-by-day to meet performance of “fixing it right the first time” resulting in a positive customer experience
Job Summary
The PS SSC Team Lead objective will assist base line agents in the day-by-day to meet performance of “fixing it right the first time” resulting in a positive customer experience.
The TAC Escalation Team (E-Team) Team Lead is responsible for the day-to-day operations of their team as defined by the TAC Business Unit.
Coaching, counseling, and motivating their team to achieve the metrics - adherence; AHT; connections issues.
Matching Summary
The PS SSC Team Lead objective will assist base line agents in the day-by-day to meet performance of “fixing it right the first time” resulting in a positive customer experience.
Skills & Requirements
Must-have
People Leader experience in Contact Center
Workday, Case Management Systems
Avaya Telephones, Employee Portals
Dashboard and Reporting Tools
HR Management Systems and Tools
NIGHT SHIFT work arrangement
Nice-to-have
Think Customer
Innovate Now
Look Ahead
One Team
Be Bold
It's on Me
Winning with Integrity
Key Requirements
Bachelor’s degree holder
Minimum of 4 years People Leader experience
Experience in Shared Services / Contact Center
Experience with diverse and multi-cultural team
Experience managing business process documentation