Team Leader
The Customer Service Team Lead will be based in Troy, MI. The right candidate will be an integral part of our talented team, supporting our continued growth.
The Team lead will supervise a 5 person site at a Troy, MI law firm. Mon - Fri 7:30 am 4:30 pm with a one hour lunch. Must be flexible with work schedule. Tasks include Mail, Copy, Fax, Driving Messengers, Office Supplies, Hospitality and Reception Back-up.
Responsibilities include, but are not limited to:
* Perform duties and special requests as assigned by management to include but not limited to: mail services, shipping & receiving, fax services, copy, messenger, hospitality, etc.
* Balance workload; provide guidance and direction to team; serve as focal point for communication with customer and company personnel.
* Deploy staff as required while prioritizing workload assignments.
* Act as a workflow coordinator to manage projects as needed outside normal duties
* Ensure operating and quality standards are met based on service objectives
* Maintain accuracy of required reports for volume tracking, maintain daily logs of measurements and other accountable items
* Back up Receptionist- Answering and forwarding calls to the appropriate individual /providing breaks greeting clients.
* Ensure the highest levels of customer care while demonstrating a friendly and cooperative attitude.
* Ensure adherence to business guidelines, safety & security procedures
* Responsible for all aspects of equipment; make appropriate equipment recommendations/ placing service calls for more than basic jams.
* Provide constructive feedback and recognition to team
* Provide manager with information and recommendations on HR and/or client related matters
* Support financial results by minimizing site waste and rework
* Responsible for area if no manager is present on site.
Job Summary/Objective
The Team Lead is responsible for supporting the activities within a department of a specific facility. In addition, the Team Lead oversees the daily department production activity and facilitates departmental workflow, while working closely with the Supervisor and/or Manager. The Team Lead also trains, assists, and monitors staff.
Essential Functions and Responsibilities
- Inform, implement, and communicate all departmental and company policies and procedures.
- At the direction of the Manager, Team Lead may communicate directly with client and/or client personnel on status of requests, disposition of inquiries, etc.
- Assure that inventory audits are performed regularly, escalating any and all non-reconciled discrepancies to direct Manager.
- Assure that appropriate production level documentation is completed for all production staff.
- Complete production and quality assurance reports.
- Train new staff as needed, and coach/counsel staff with the assistance of the Manager.
- Delegate and direct daily workflow needs to employees.
- Monitor employee performance and attendance and submit appropriate documentation to Manager for disciplinary and performance review purposes.
- Receipt, retrieval, and delivery of all requested file and/or containers per client request and within established Service Level Agreements
- Assure that safety protocols are followed at all times, escalating any issues directly to Management.
- Perform daily inspection of facilities, assuring the production site is clean, organized, and free of hazards as well as inspecting all entry points of breaches and/or potential breaches to building security. Escalate immediately, any issues of concern to Management.
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- Additional responsibilities and duties may be assigned.
Qualifications
- KNOWLEDGE/EXPERIENCE/SKILLS: Minimal requirements for education, knowledge and experience:
- High School Diploma or GED. Associates Degree preferred.
- Pervious leadership experience required.
- 1 - 3 years of production and/or clerical experience required.
- Proficient in Microsoft Office.
- Good communication skills, both written and verbal.
- Proficient analytical, decision making, and problem solving skills.
- Demonstrated excellent interpersonal/relationship skills
- Excellent prioritizing and time management skills.
We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.