Team Captain, Client Services

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Are you seeking an impactful role in an innovative company that is growing in a rapidly expanding market category? Intermedia can offer just the challenge you are looking for.

We are a 900-employee strong Unified Communications as a Service (UCaaS) and business cloud company that serves over a million customers with communication and data applications. We’re here to win in the $30B UCaaS market and this is the right moment for you to help write the next chapter in Intermedia’s success story. What’s more, our product roadmap offers even more game-changing innovations than what got us to our strong position today. We serve the SMB marketplace with full featured products that are backed by a 99.999% uptime service level agreement and J.D. Power certified technical support.
About the Role:
The Advisor Team Captain is responsible for the development, coaching and growth of our Technical Support Advisors. This will be accomplished through reviewing performance trends and, coaching, setting career / development goals, and providing team and individual recognition and rewards. Team Captains would be responsible for a team of agents and their achievement of key metrics. In addition to the key metrics, the Team Captain will monitor attendance, adherence, and quality of work life. Understand and enforce Partner plans, including, Commissions and Marketing Development Funds (MDF)
  • Actively Monitor Phone and Electronic ticket queues
  • Monitor and manage agent availability, including break/busy/lunch scheduling
  • Understand and manage client’s expectations and provide excellent customer service
  • Resolves customer escalation calls and cases i.e. TC Request, Official Response, Support Escalation, Customer Escalation, and Social Media queues
  • Execute major incident handling procedures if an outage occurs. This includes customer facing and internal communication
  • Evaluates, prepares and conducts weekly, monthly, and annual performance reviews
  • Discusses and implements performance improvement plans as needed
  • Identifies performance trends and training opportunities and provides feedback to the Learning Path Team
  • Monitors and trends overall performance by Technical Support Advisors including productivity, FCR, CSAT, Case/Phone Quality
  • Maintains employee records for assigned team
  • Documents records to include attendance, performance reviews, coaching discussions, goals set and progress toward goals
  • Prepares and administers corrective action documentation (verbal and written) and collaborates with HR partners when necessary
  • Identifies individual and team performance opportunities and structures/administers contests to promote teamwork to positively impact performance metrics
  • Assists global leadership team with various initiatives, as needed
  • Handles and champions employee concerns to foster employee morale
  • Bachelor’s degree or equivalent combination of education and/or work experience
  • Minimum 2 years leadership experience in a call center environment preferred
  • Excellent written and verbal communication skills
  • Strong interpersonal skills
  • Ability to delegate effectively, select, train and motivate others
  • Ability to facilitate/conduct virtual meetings in a one-on-one and/or group setting
  • Proficient in Microsoft Applications including Word, Excel, Outlook and Microsoft Project
  • Excellent organizational skills and an aptitude for detail
  • Ability to define problems, collect data, establish facts, and draw valid conclusions
  • Ability to work independently and collaboratively
  • Ability to handle multiple projects simultaneously and work under stringent deadlines
  • Must be self-motivated.
  • Demonstrated Time Management skills
  • Ability to remain level-headed in a high-pressured environment
  • Excellent problem-solving/analytical skills

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