Manages and Develops Customer Service Representatives:

• Trains, develops, and manages their respective team and its members.
• Carries out daily performance management of all the CSR’s in the team.
• Monitors and ensures that their team is compliant with the guidelines of the SMS Employee Handbook and departmental requirements. 
• Serves as the main point of contact for ensuring CSR’s adhere to proper time and attendance and scheduling/overtime regulations and procedures.
• Collaborates with their own, and the broader CSR teams, to discuss their business on a regular basis, including organizing and conducting regular meetings to ensure efficient operations of their team.

Internal and External Relationship Building:

• Plays a key relationship building role both as an internal liaison between CSR’s and other departments and as a key contact for external customers and vendors in case of any escalation.
• Facilitates any necessary information with their Operations and Site Directors.
• Communicates any process or performance concerns to Managers on a timely basis. 
• Effectively communicate and collaborate internally with the Service Delivery and QA teams, and act on feedback accordingly.

Technical Expertise:

• Uses Expertise in the scope of work for clients within their area to ensure their team’s understanding of the scope of work.
• Fully understands the Billing process and educates CSR’s when necessary.
• Trains others on the company’s systems and processes.
• Provides Management Information data as required

General

• Fosters a positive team environment
• Acts as a role model for professional behavior and performance at all times
• Ensures confidentiality of internal and external data
• Performs ad-hoc projects and other duties as assigned

   Professional Skills

• Customer Service - PROFICIENT
• Verbal Communication  - PROFICIENT
• Written Communication - PROFICIENT
• Teamwork – PROFICIENT
• Relationships – PROFICIENT
• Organizational Awareness - PROFICIENT
• Learning Agility – PROFICIENT
• Analysis - PROFICIENT
• Problem Solving – PROFICIENT
• Process Orientation – PROFICIENT
• Prioritization - PROFICIENT

Role Specific Skills

• Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook required
• Previous experience (> 4 years) in customer service call center environment required
• Previous team leader experience preferable
• One by SMS Assist knowledge and proficiency

People Management Skills

• Proficient in basic people management processes
• Proficient in leading a small team on a day to day basis, within a broader organization

Qualifications

    Minimum Qualifications

• Education Level – Undergraduate degree / internship

    Other Relevant Qualifications

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Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.

SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.