Global Service Center Team Leader, Spanish/English

LDS Church - Salt Lake City, UT

This position enables DTA’s and Managing Directors to focus on their most important work of bringing souls unto Christ by providing exceptional transaction services in a simple and affordable way.

Supervises employees providing customer support and services to Church employees, missionaries, members, and leaders from around the world in their native language and local time zones allowing Areas and Departments.

Pay grade and salary will be determined based on experience and education. Shift hours are Swing Shift; Monday - Friday 1:00 pm to 10:00 pm. Qualifications



Position requires a bachelor degree with 1 to 4 years’ experience or equivalent combination of education and experience. 1 to 2 years of previous supervisory experience. Basic knowledge of supervisory principles and customer service skills to handle tier 1 calls and escalations. Responsibilities



Supervision of Tier One team providing customer service with beginning calls and beginning volume.

Supervision and problem solving of incidents and order related situations within closely established policies, procedures, and processes.

Perform Quality Monitoring for all agents, ensuring desired levels of customer satisfaction are achieved.

Ensure Stewardship reports, individual development plans, and results plans are actively engaged for all employees.

Partner with Workforce Management Coordinator to ensure all assigned schedules are staffed.

Provide formal monthly feedback and annual merit review for employees.

Monitor and take action on timekeeping, personnel and payroll issues.

Responsible for staffing and hiring.

Review employee statistics on a daily basis and provide coaching and constructive feedback.

Ensure training needs of employees are met. Worthiness Qualification



Must be a member of The Church of Jesus Christ of Latter-day Saints and currently temple worthy. Posting Notice/More Info.



Please Note: All positions are subject to close without notice.

Find out more about the many benefits of Church Employment at http://ldschurch.jobs .

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