Job Description
I. Job Summary The Team Lead position collaborates with a team of Digital Care Representatives interacting with WM Customers via Multi-Channel Customer Service, which may be a combination of platforms including phone, email, live chat, or self-service channels to meet overall contact center objectives and enhance the customer service function to exceed all customers' expectations. The Team Lead supports the contact center by providing ongoing assistance to contact center representatives, oversight of real-time contact center performance, and reporting of contact center metrics. Preference to hire from within the current WM CE Team II. Essential Duties and Responsibilities Provides daily guidance and assistance to contact center representatives Provides ongoing training to new hire contact center representatives Handles customer escalations that may require deviation from standard screens, scripts, and procedures Oversees real-time performance of site and queue management Monitors calls and provides feedback as necessary to ensure contact centers quality standards are exceeded Supports case management/credit approvals and review Maintains routine customer service related reports and creates reports as required and requested by management Acts as a liaison between contact center representatives, supervisory staff and other departments Performs administrative duties as requested This job has no direct supervisory duties, however will provide guidance and assistance as required by management. This may include training and providing feedback to contact center representatives in addition to assisting with non-routine and escalated customer calls. Interacts with WM Customers via Multi-Channel Customer Service, which may be a combination of platforms including phone, email, live chat, or self-service channels. Flexible scheduling and willingness to perform other tasks as required by delivery channel. III. Qualifications The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US & within 50 miles of a current CE Location . A. Education and Experience Education: High School Diploma or GED (accredited) required Experience: 2 years of experience as a WM DCR required. B. Other Knowledge, Skills or Abilities Required Proficient in contact center technical knowledge and skills Proficient in MS Office (Word, Outlook and Excel) Excellent verbal, written and analytical skills High customer focus Reacts well under pressure Treats others with respect Identifies and resolves problems in a timely manner Prioritizes and plans work activities Works both independently and with a team to meet site goals Adapts to frequent changes in the work environment Manages difficult or emotional customer situations C. Location: Must live and work in the US & within 50 miles of a current CE Location . The expected base pay range for this position across the U.S. is $21.15-$26.44. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location. Benefits At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site. If this sounds like the opportunity that you have been looking for, please click "Apply". Internal candidates must be performing in an above average capacity in their current position, be an employee in good standing and have worked at WM for 12 months. No written or final disciplinary actions of any type within 180 days prior to eligibility of achieving level status. Must have maintained a minimum average value of Meets or Exceeds Expectations on the Customer Service or other related scorecard for a twelve -month period. About Company What is the value of a WM job? At WM we know that the value of a WM job is more than a paycheck. It’s a way to create opportunities for you and your family. This is why we are constantly working to make WM a great place to work and grow a career. We Are WM is what defines the perks of being in the WM family – from benefits, to resources and engagement activities. We are People First. We are Committed to Your Growth. We Are Investing in You. We are a Family. We are Stable. We are Always Working for a Sustainable Tomorrow. Company ABOUT WM WM ( WM.com ) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com . Equal Employment Opportunity For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law. For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation. Real ID In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative.