We are looking for an Escalation Team lead for our call center. This team will have approximately 10 employees to lead. We are a growing, results oriented company with great pay, benefits, and opportunity. Those that will shine here feel comfortable being persistent but not pushy, can inspire and provide regular coaching, are confident, thrive in a friendly competitive environment and can bring the same level of positive energy every day.

Requirements:

An ideal background: The team lead that we bring into our team will have proven customer service success and the ability to coach others to do the same in a remote environment. They will have at least 2-3 years of call center management experience and working in the storage industry, preferably with the NSC. An effective team lead can identify opportunities to enhance employee, and customers experience and utilize these opportunities for overall efficiency and success to the call center.

Who you need to be:

Our Team Leads are outgoing; they initiate the energy that defines our contact center. They lead their team, not just manage it. They are competitive while maintaining the ability to collaborate closely with their peers. An effective team lead at Extra Space is innovative and is not afraid to try something new. Our team leads need to be able to self-manage their time and coach proactively in a remote environment.

Responsibilities:

What you primarily do in this position:

· Coach and train employees, both initially and ongoing, and provides constructive feedback for continual improvement.

· Meets operational standards by implementing sales, customer service, and quality standards, resolving problems and identifying trends, identifying systems improvements.

· Supervises escalation agents, meeting escalation service levels, customer experience and agent experience targets.

· Oversees all real-time and intra-day activities to ensure Escalation goals are met.

· Supervises and oversees day-to-day operations.

· Manages escalated interactions in professional, courteous manner.

· Evaluates and recommends methods for improvement of practices.

· Monitor’s Escalation representatives ensuring that customer service is at an optimal level.

· Identify agent feedback trends and provide to the appropriate stakeholders.

Additional Responsibilities:

· Be available during working hours for communication via phone, email, and instant messaging.

· Resolves personnel issues and escalates to proper administration as needed.

· Assist with special projects and other duties as assigned.

· Interviews and screens for Escalation representative positions

· Maintains master NSC staffing schedules.

· Monitor attendance and productivity of NSC employees.

· Manages and approves NSC payroll.