Contact Center Operations Team Lead

Job Description

Location: Media, PA, the role is 3-4 days in-office

Position Summary: The Contact Center Operations Team Lead will lead a team of analysts focused on outstanding service delivery, quality and performance targets. Monitor Contact Center activity and technology availability by day-part, analyzes volume trends, and assures that resources are balanced sufficiently to maintain service levels and delivery. Through active engagement and coaching techniques, determine skill gaps and training-related objectives and action plans for each analyst to drive high-performance and excellent quality standards.

Principal Duties:

• Monitor inbound and outbound contacts to ensure service levels are met and staffing resources are balanced appropriately to manage workload.
• Monitor daily, weekly and monthly ACD and contact activity and take action to improve support model processes, staffing and resource allocation.
• Provide real-time coaching, review quality assurance data and scores to evaluate performance, analyze trends and provide constructive and motivating feedback to direct reports.
• Ensure departmental standards and expectations are documented, updated and communicated to assist with performance management.
• Ensure all business policies and practices are communicated to the team in a timely manner to ensure information is available and accurate for the customers.
• Communicate any and all changes in store procedures, schedules, new technology, and/or updates to the store management teams.
• Identify and resolve all operational issues; act as the single point of contact for escalated and emergency issues.
• Implement proactive operational strategies that support new business growth or enhance current productivity of quality service levels.
• Collaborate on the development of quality improvement programs as a means to increase productivity, improve support model processes and service levels.
• Monitor and record absenteeism in accordance with Contact Center attendance policies.
• Assist with contact handling in the event of resource shortages, crisis situations, and escalated events.
• Provide overall direction and support for team and monitor and assess individual work in accordance with high standards of excellence. Provide feedback, coaching, support, opportunities for development, complete performance appraisals, take corrective action when appropriate, and participate in hiring decisions.
• Train Analysts on new support processes that are rollout out in the Contact Center.
• Complete root cause analysis for contacts that are experiencing a significant increase in trend. These are contacts that we do not already have an SOP for.
• Manage the room by reviewing call data, calls waiting, average handle times, forced offs, and other Analyst productivity measures.
• Manage team of Analysts by completing 1:1's, payroll management, and performance management.
• Provide real-time quality assurance coaching and feedback by reviewing Analyst calls throughout shift.
• Lead Contact Center Analyst succession planning through assessment and development of talent.

Essential Functions:

• Ability to work well individually as well as in a team environment
• Excellent oral and written communication skills
• Excellent customer service skills
• Ability to work with little or no supervision
• Detail oriented and strong organizational skills
• Strong analytical and problem solving skills
• Ability to handle multiple projects
• Excellent interpersonal skills
• Proven self-starter with demonstrated ability to make decisions
• Solid leadership skills
• Actively involves others to accomplish individual and team goals.
• Leads change and innovation; proven ability to demonstrate personal courage, embraces technology, champions and implements process improvements, solicits feedback to improve support model processes, demonstrates excellent judgment
• Ability to visualize and plan for the future, understands the contact center industry and customer service operations
• Ability to work flexible hours, weekends and holidays, and to be on-call based on a rotational schedule
• Must be able to work during crisis management, special events or inclement weather condition
• Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity, and teamwork

Basic Requirements:

• Bachelor's Degree in a related field preferred
• 4 - 6 years of previous contact center experience.
• 2 - 4 years of supervisor / people management experience in the contact center environment
• 1-2 years of experience building effective, high-performing, and highly-engaged teams focused on outstanding service delivery
• Knowledge of Microsoft Office Suite, Automatic Call Distributors (ACDs), Computer Telephony Integration (CTI), Integrated Voice Response (IVRs), Contact Management systems- ServiceNow, and Web-Enabled Contact Center technologies

Wawa will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our Associate Service Center at asc@wawa.com.

Wawa, Inc. is an equal opportunity employer. Wawa maintains a work environment in which Associates are treated fairly and with respect and in which discrimination of any kind will not be tolerated. In accordance with federal, state and local laws, we recruit, hire, promote and evaluate all applicants and Associates without regard to race, color, religion, sex, age, national origin, ancestry, familial status, marital status, sexual orientation or preference, gender identity or expression, citizenship status, disability, veteran or military status, genetic information, domestic or sexual violence victim status or any other characteristic protected by applicable law. Unlawful discrimination will not be a factor in any employment decision.