Team Lead Job Description:

Please review the job description for our current opening for Team Lead. If you believe you would be a good fit for this position, please fill out our online application by CLICKING HERE

Job Purpose:

The role of a Team Lead is to supervise and coordinate the activities of J.Lodge Quality Analysts. Quality Analysts perform the audit and analysis on our client’s chats, emails and phone calls. The Team Lead supervising these Quality Analysts is responsible for managing the quality analysis and support services by performing the following duties:

Essential Duties and Responsibilities: (include the following. Other duties may be assigned)

• -Maintains audit distribution system
• -Makes necessary changes in staffing
• -Monitors productivity of agents and generates reports
• -Reviews data to monitor the length of audit time
• -Monitors audits to observe employee demeanor, technical accuracy, and conformity to company policies.
• -Answers questions and recommends corrective services
• -Determines work procedures, prepares work schedules, and expedites workflow.
• -Studies and standardizes procedures to improve efficiency of subordinates.
• -Maintains harmony among workers and resolves grievances.
• -Prepares composite reports from individual reports by subordinates.

Supervisory Responsibilities:

Directly supervises 10-20 employees on a Quality Analyst Team. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include training employees, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Competencies:

To perform this job successfully, the individual should demonstrate the following competencies:

• -Analytical: Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
• -Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in-group problem solving situations; Uses reason even when dealing with emotional topics.
• -Diversity – Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences.
• -Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience :

This job requires the candidate to have a minimum of a Bachelor’s Degree OR 2-3 years management experience.

New College Graduates are encouraged to apply–training will be provided.

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, and employees.

Mathematical Skills:

Ability to calculate figures and amounts, proportions and percentages.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Database software; Spreadsheet software and Word Processing software.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually very quiet.