Voice Team Lead

Summary

Salary
Confidential
Team
Customer Service
Location
Aurora - USA

Description

Come join Dyson’s growing Customer Experience department as a Voice Team Lead! As a Team Lead you will be responsible for overseeing the day-to-day activities of Customer Experience Specialists which includes serving as the primary point of support and assistance, tracking individual/team performance, daily reporting, and SharePoint development.  You will also oversee daily NPS/VOC monitoring, support the escalation team and provide assistance as needed to Supervisors, and Operations Managers.


Accountabilities

Oversee daily activities of Customer Experience Specialists

  • Monitor the day-to-day activities of the voice team, receiving direction from Voice Supervisors and Operations Manager
  • Work with the Supervisors and Operations Managers to ensure that members of the voice team are achieving performance objectives
  • Continually expand and improve the resources available to the voice team, such as templates and detailed product information, including maintenance and continued development of the voice Team SharePoint page
  • Provide additional feedback and coaching to continuously improve the response quality of the voice agents
  • Provide real time assistance to agents assisting in initiatives to achieve desired targets around, AHT, NPS, efficiency/productivity and other performance metrics as needed
  • Act as point of contact for voice teams when supervisors are out of the office
  • Assist escalation team with active/real time escalation management and other duties as needed (UPS pick-ups, call backs, etc.)

Embody the qualities of an engaged, motivated, and proactive team member

  • Relish opportunities to pick up new projects or responsibilities that fall broadly in the purpose of the role
  • Demonstrate resilience and adaptability in a continuously changing work environment
  • Take ownership of the impact of decisions and actions; exercise sound judgment in all interactions
  • Support all team members in achieving goals
  • Take initiative to think outside the box and identify opportunities for improvement
  • Special projects as assigned

Skills

Education and Experience
  • High School diploma or equivalent required, some college preferred
  • Minimum of 3 years’ experience in a high quality customer service role required
  • 1 year of call center experience required; high volume inbound call center experience preferred
  • Previous leadership experience preferred. If none, exemplary Dyson customer service performance will be considered
  • Knowledge of customer relationship management software (Siebel, SAP) and call management systems (Avaya BCMS/CMS) preferred

Skills
  • Ability to understand the Dyson brand and uphold its integrity.
  • Strong/advanced written and oral communication skills required bilingual a plus
  • Proven technical aptitude including proficiency with Microsoft Office, a telephone/computer and other systems
  • Proven ability to motivate, inspire, and lead a growing team in an ever-changing business environment
  • Demonstrated experience applying the following skills: negotiation, multi-tasking, analytical & conceptual thinking, and time management
  • Ability to work a flexible schedule including evenings, weekends, and required overtime
  • Ability to push, pull and lift up to 30lbs

Benefits

Dyson US monitors the market to make sure we offer competitive salaries and retirement plans. But financial rewards are just the start of a successful career at Dyson. Professional growth and new opportunities are driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a dress code reflecting our creative engineering spirit, it’s an exciting team environment geared to fuelling and realising ambition. Dyson is committed to providing reasonable accommodations to individuals with disabilities. If you are interested in applying for employment with Dyson and need a reasonable accommodation for any part of the application process, please send an e-mail with your contact information, the job number of the position for which you are interested in applying, and the nature of your request to careers.us@dyson.com or call: (312) 706-2260. Determinations of requests for reasonable accommodation are made on a case-by-case basis. Dyson is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities


Posted: 12 February 2019