Team Lead, Administrative And Environmental Services Industry Team Lead, Administrative And Environmental  …

Computershare
in Canton, MA, United States
Permanent, Full time
Be the first to apply
Competitive
Computershare
in Canton, MA, United States
Permanent, Full time
Be the first to apply
Competitive
Team Lead, Administrative And Environmental Services Industry
Call Center Team Lead - Class Actions /Campaigns

We have a unique opportunity for someone to contribute their talents and strengths as a Call Center Team Lead- Class Actions/ Campaign

A COMPANY TO BE PROUD OF

At Computershare we invite you to share our vision and commitment to excellence in everything that we do. Our 12,000 people around the globe are entrepreneurial and innovative, serving 16,000 clients and customers with precision and reliability because they count on us to deliver, every time. 

Computershare (ASX: CPU) is a global market leader in transfer agency and share registration, employee equity plans, mortgage servicing, proxy solicitation and stakeholder communications. We also specialize in corporate trust, bankruptcy, class action and utility administration, and a range of other diversified financial and governance services.

Founded in 1978, Computershare is renowned for its expertise in high integrity data management, high volume transaction processing and reconciliations, payments and stakeholder engagement. Many of the worlds leading organizations use us to streamline and maximize the value of relationships with their investors, employees, creditors and customers.

Computershare is represented in all major financial markets and has over 12,000 employees worldwide.

DIVERSITY IS A STRENGTH

Across our global team, we see diversity as a source of strength. The more perspectives we have, the better equipped well be to meet the demands of our diverse global customer base. We want every person who joins out team, every customer and every supplier to feel welcome. We are an Equal Opportunity Employer and believe in equality for everyone, regardless of age, national or ethnic origin, sex, gender identity or expression, race, color, religion, disability, sexual orientation, protected veteran status or other characteristics protected be applicable law. That applies throughout our company, around the world with no exceptions, regardless of differences. We will hire, develop, reward, promote and retain people purely on the basis of their talents, commitment, potential and the results they achieve. We will work hard to make sure everyone is included within our organization, removing barriers and obstacles to give everyone an equal opportunity to succeed.

OUR VALUES

Our key values Certainty, Ingenuity and Advantage drive everything we do: you can count on us to deliver with precision and reliability, every time. We look beyond todays problems to find tomorrows solutions, focusing on finding new and better way to unlock your competitive edge and help you achieve your business goals.

A ROLE YOU WILL LOVE

Responsible for handling escalated inquires generated by phone, email, and/or written correspondence relating to account status and activity for KCC/Gilardi Class Actions. Responsible for managing, coaching, motivating and developing a team of Customer Service Representatives who handle day-to-day customer service inquires and outbound calls. Manages the processes and develops initiatives to achieve service, quality, financial and attendance standards. 

Primary Accountabilities

  • Leads staff responsible for responding to customer service activities generated by stakeholders with relation to accounts in a wide range of companies and businesses, focused on class actions inquiries for the KCC/Gilardi business line. Focuses on innovation and teams development to achieve results.
  • Contributes to the overall objectives of the Communications Center by motivating their team to meet and exceed individual, team and site goals.
  • Ensures staff is kept up to date with all Communications Center direction, strategy, actions policies and procedures.
  • Uses systems, management information, and feedback from team to identify trends and develop plans for process improvement.May include daily/weekly  interaction with internal/external clients regarding customer service issues.
  • May assist Manager with various daily operational tasks or special projects.
  • Other duties or tasks as assigned by management.

KEY 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 Experience

  • Bachelor's degree (B. A.) from four-year College or university; or four plus years related experience and/or training; or equivalent combination of education and experience.
  • Experience with Class Actions is strongly preferred. 
  • 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, customers, and the general public.
  • Essential computer skills include regular use of a computer, including the ability to type, utilize a mouse, and read information from a computer screen or mouse. 
  • Word processing, spreadsheets, Internet, e-mail, and database software knowledge is required.  Knowledge of  Workforce Management software and Financial Services Software is preferred but not required.
  • 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, customers, and the general public.
  • Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to deal with problems involving a few concrete variables in standardized situations.
  • Must be eligible to work in the United States. 

Supervisory Responsibilities

Directly supervises up to 20 employees, and  potentially additional temporary workers,  in the Communications Center.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Language Ability

Ability to read/comprehend simple instructions, short correspondence, and memos; write simple correspondence; effectively present information in one-on-one/small group situations to customers, clients, and other employees of the organization

Mathematical Ability

Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.  Ability to perform these operations using units of American money and weight measurement, volume, and distance.

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 environment is typical of an open office environment.

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.

  • Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.   Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

REWARDS AS UNIQUE AS YOU

  • A choice medical insurance plans designed to meet your needs

  • Dental & Vision insurance

  • Life & Disability insurance

  • Flexible spending and health savings accounts

  • Employee Stock Purchase Plan

  • Paid time off - Youll accrue 3 weeks your first year!

  • Nine Holidays

  • $1,000 Employee Referral Program

  • Wellness programs

  • Matching 401(k)

  • Tuition Reimbursement

  • Banking and investments plans

  • Rewards and recognition programs

  • Employee discounts for wellness, auto & homeowners insurance, wireless service and more

To learn more, visit us at .

Your career is waiting.

Computershare is an Equal Opportunity Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law. 

 *CB


Primary Location: United States
Work Locations:
Job: Contact Centre
Organization: Computershare Limited
Job Posting: Jun 12, 2020, 1:58:24 PM
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