WM India · 16 hours ago
Sales Support Team Lead
Windsor, CT, United States
Full-time
Onsite
Mid Level
$25.50/hr - $25.50/hr
4+ years expWM Strategic Business Solutions (SBS) is responsible for managing WM's largest national customers. The Team Lead position collaborates with Sales Support Team Representatives to enhance customer resolution functions and provide guidance to ensure high performance and customer satisfaction.
Information Technology & Services
Responsibilities
Provides daily guidance and assistance to Sales Support Team Representatives
Handles customer escalations that may require deviation from standard screens, scripts, and procedures to completion
Ensures customer experience is enhanced by closing the loop with the client
Oversees real-time performance of site and queue management, as well as inbound client requests to meet internal SLA metrics
Acts as liaison between Sales and client locations to ensure timelines and deliverables are met
Distributes and monitor assignments up to completion
Acts as a liaison between Sales Support Team Representatives, supervisory staff and other departments
Monitors interactions to provide necessary feedback/training to ensure the quality standards are exceeding expectations
Expedites sensitive operational issues while working with internal teams as well as markets and 3rd party vendors
Assume the acting supervisor role during supervisor's absence
Assist supervisor with agent coaching and share process or change updates to staff
Conduct meetings with team to review internal Metrics and Quality performance
Make appropriate decisions to inform a supervisor, or takes independent action if necessary
Maintains proficiency in Sales Support Team functions and, when volumes dictate, assist in responding to customer inquiries
Supports ongoing training to new hires to ensure all agents are proficient in necessary knowledge-based systems
Performs administrative duties as requested
Actively participates in key departmental and divisional initiatives when called upon
Qualification
Required
Education: High School Diploma or GED (accredited)
Experience: 4 years of call center experience with a minimum of 12 months as a WM Project Services representative (in addition to education requirement)
Internal candidates must be performing in an above average capacity in their current position and be an employee in good standing
No written or final disciplinary actions of any type within 180 days prior to eligibility of achieving level status
Must have maintained a minimum average value of Meets or Exceeds Expectations on the Customer Service or other related scorecard for a twelve -month period
Call center or Project Service experience and supervisory/management skills required
Prioritizes and plans work activities
Ability to cross train and develop team members
Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner
Proficient in call center technical knowledge and skills
Proficient in MS Office (Word, Outlook and Excel)
Excellent verbal, written and analytical skills
High customer focus
Identifies and resolves problems in a timely manner
Works both independently and with a team to meet site goals
Reacts well under pressure
Treats others with respect
Adapts to frequent changes in the work environment
Manages difficult or emotional customer situations
Benefits
Medical
Dental
Vision
Life Insurance
Short Term Disability
Stock Purchase Plan
Company match on 401K
Paid Vacation
Holidays
Personal Days
Company
WM India
WM India, established in 2013, is the Global Capability Center of WM—North America’s leading environmental services company.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase