WM Strategic Business Solutions (SBS), located in Windsor, CT, is responsible for managing WM's largest, most prestigious national customers. SBS serves as the one-stop shop for the largest corporations in the US. Through industry leading reporting, centralized billing & service, and pricing, WM SBS provides an exceptional value proposition to our customers. With approximately ~800 dedicated employees, a state of the art customer management system, and the goal of expanding into international markets, WM SBS is helping WM transform our industry. **I. Job Summary** The Team Lead position collaborates with a team of Sales Support Team Representatives to enhance the Sales Support and Customer Resolution function and exceed all customer expectations. The Team Lead provides ongoing assistance to Sales Support Team Representatives, oversight of real-time performance, reporting of metrics as well as working with the team to obtain the highest level of performance. **II. Essential Duties and Responsibilities** To perform this job successfully, an individual must be able to perform each of the following essential duties satisfactorily. Other minor duties may be assigned. + Provides daily guidance and assistance to Sales Support Team Representatives + Handles customer escalations that may require deviation from standard screens, scripts, and procedures to completion. + Ensures customer experience is enhanced by closing the loop with the client + Oversees real-time performance of site and queue management, as well as inbound client requests to meet internal SLA metrics + Acts as liaison between Sales and client locations to ensure timelines and deliverables are met. + Distributes and monitor assignments up to completion + Acts as a liaison between Sales Support Team Representatives, supervisory staff and other departments + Monitors interactions to provide necessary feedback/training to ensure the quality standards are exceeding expectations. + Expedites sensitive operational issues while working with internal teams as well as markets and 3rd party vendors. + Assume the acting supervisor role during supervisor's absence + Assist supervisor with agent coaching and share process or change updates to staff + Conduct meetings with team to review internal Metrics and Quality performance. + Make appropriate decisions to inform a supervisor, or takes independent action if necessary + Maintains proficiency in Sales Support Team functions and, when volumes dictate, assist in responding to customer inquiries + Supports ongoing training to new hires to ensure all agents are proficient in necessary knowledge-based systems + Performs administrative duties as requested + Actively participates in key departmental and divisional initiatives when called upon **III. Supervisory Responsibilities** 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 project service representatives in addition to assisting with non-routine and escalated customer calls. This position does not have hiring/termination or employee disciplinary authority. **IV. Qualifications** The requirements listed below are representative of the qualifications necessary to perform the job. A. Education and Experience + Education: High School Diploma or GED (accredited). + Experience: 4 years of call center experience with a minimum of 12 months as a WM Project Services representative (in addition to education requirement). B. Certificates, Licenses, Registrations or Other Requirements + Internal candidates must be performing in an above average capacity in their current position and be an employee in good standing. + 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 C. Other Knowledge, Skills or Abilities Required + Call center or Project Service experience and supervisory/management skills required + Prioritizes and plans work activities + Ability to cross train and develop team members + Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner + Proficient in call center technical knowledge and skills + Proficient in MS Office (Word, Outlook and Excel) + Excellent verbal, written and analytical skills + High customer focus + Identifies and resolves problems in a timely manner + Works both independently and with a team to meet site goals + Reacts well under pressure + Treats others with respect + Adapts to frequent changes in the work environment + Manages difficult or emotional customer situations **V. Work Environment** Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Normal setting for this job is: office setting (Windsor, CT) The expected starting pay for this position across the U.S. is $25.50. This 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.” Equal Opportunity Employer: Minority/Female/Disability/Veteran