Team Leader - Tulsa

Company: Ubiquity
Location: Tulsa
Posted on: January 15, 2022

Job Description:

Ubiquity is hiring a Team Leader to join our growing team in Tulsa, OK.

We're made of something different.

We act with empathy and urgency. We treat our clients, colleagues, and community like members of the family. We have grit, tenacity, and perseverance, and a proven track record of meeting and exceeding goals - every person, in every role, for our company and our clients. Think you have what it takes? Join us!

Responsibilities
Manage a team of Customer Service Representatives to achieve or exceed goals and key performance indicators by coaching and mentoring.
Ensure that CSR's are informed and trained on product and system updates necessary to perform their tasks effectively.
Complete daily and weekly coaching sessions with CSR's.
Conduct business reviews and performance management activities to assist in the customer service agent's continuous development.
Perform floor support duties as a subject matter expert on policy and procedural items and handle escalated calls when needed.
Assist in queue management using the tools available to them and in coordination with Workforce Management.
Assist with the preparation pf business reports (which includes but not limited to CSR KPI performance, scorecards, case analysis).
Attend internal and external calibration sessions and other client meetings.
Perform administrative and other similar tasks, as assigned.
Conduct team building activities and design/support performance-based incentive programs in accordance with documented policies.
Ensure that the CSR's conduct themselves in accordance with the Employee Handbook and other policies that may be enforced at any given time.

Requirements
College degree or equivalent work experience.
Previous call center supervisory experience required.
Experience supporting healthcare a plus
Knowledge of bank resolutions, disputes, and/or banking operations and investigation background.
Experienced in delivering effective coaching and feedback.
Experience assisting and resolving escalated customer impacting scenarios.
Strong business acumen and focus on operational excellence.
Excellent verbal and written communication skills.
Dynamic leadership skills.
Demonstrate strong problem-solving skills and sound judgment and decision-making ability.
Ability to apply analytical thinking to troubleshooting and problem resolution.
Ability to present information and respond to questions to a variety of levels internal and external partners.
Contributes to team effort by working on related projects as needed.
Ability to work in within a high-pressure environment and maintain a positive demeanor for the customer and employee.
Strong organizational and time management skills.
Intermediate to advanced proficiency of Google drive, Microsoft Office applications.
Ability to read, write, speak and understand the English language in a business environment. Bilingual skills may be needed for some roles.
Flexible with schedules and available to work a variety of shifts to include weekends, overnights, holidays or extra shifts to meet the needs of the business.

The Perks.
Life Insurance Benefits
Medical, Dental, and Vision Benefits
Paid Time Off
Retirement Benefits

What We Do.

Ubiquity delivers business process outsourcing and advisory solutions across customer service, technology, and operations. Focused on transforming the customer experience through data, applied science, and an unprecedented passion for people, Ubiquity offers deep industry and practical expertise across four continents on behalf of 150 brands and counting.

We want you.

We're committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we're at our best when everyone feels free to be their most authentic self.

Keywords: Ubiquity, Tulsa , Team Leader - Tulsa, Hospitality & Tourism , Tulsa, Oklahoma