Job: Team Lead

Stream Global Services offers a unique approach to outsourced customer care. Instead of cutting costs by cutting corners, Stream creates value for our clients, their customers and our employees by investing to outperform. Onshore and offshore, we focus on oversight, performance and opportunities for breakthrough improvement in every aspect of our operations. The result is superior service, lower costs and a level of satisfaction that turns customers into champions for our clients.

Responsibilities:

The Team Lead is a key supervisory role at Stream Global Services. Individual is responsible for coaching, leading, managing and motivating a group up to 18 employees to drive superior business results. Responsibilities include:

*Proficiency in team management skills including effective meeting facilitation, conducting performance reviews, and teaching of technical skills to help employees meet Performance Targets
*Proficiency in employee development to assist employees in meeting the *Performance Targets and quality standards through hiring , coaching, mentoring
*Ability to analyze data and trending information to establish meaningful action plans
*Communicate key program and Company information to team
*Coordinate team recognition events and contests
*Ensure employee pay is reviewed and approved according to Company standards
*Serve as expert on service level and utilization management
*Drive excellence in Company's 3 key value areas: Client Value, Employee Value and Shareholder Value
*Ability to share operational improvement and take action with other teams
*Ability to handle escalations from employees on their team
*Ability to escalate issues to operations management or other internal departments

HOW TO APPLY:
Apply Online
or visit
www.stream.com/careers

*An offer of employment made to any candidate will be contingent upon the satisfactory results of a background check. The background check may include one or more of the following: education verification, employment verification, criminal check, sex offender registry check and drug screen.

Qualifications:
*Minimum of 1 year experience in a call center environment
*Goal oriented self-starter driven to continually improve team and program performance
*Previous supervisor experience in a technical support environment preferred, including ability to successfully coach employees to improved performance
*Experience with Mac operating system as well as Mac Works tools
*Thorough understanding of quality technical support and customer service
*Excellent written and verbal communication skills
*Extensive knowledge of Microsoft Office products, particularly Excel
*Knowledge of Web Portal Reports desired
*Must be able to work a flexible schedule, including ability to work nights and weekends
*Highly organized with ability to multi-task