GSC Full Time Team Leader, Local Unit Support, Graveyard Shift, English/Tagalog (preferred) United States | UT-Salt Lake City ID 219449, Type: Regular Full-Time ------------ Posting Info Posting Dates: 10/15/2018 - No Closing Date Job Family: Customer Services Department: Global Service Center Purposes This grave-shift Team Lead position exists to provide customer service to members and leaders in the Philippines, but also provide support to Asia North and Pacific areas. Customers expect to have their service requests received and resolved in a timely, effective, and courteous manner. Customer satisfaction is the first priority. The Team Leader will provide service with cultural sensitivity and according to Service Level Agreements. Should possess solid understanding of church membership and finance processes. Ability to speak, read and write Tagalog is strongly desired. This position works a graveyard-shift scheduled Monday through Saturday between 10:00pm and 6:30am. Salary and grade will be determined at the time of hire based on experience, education, and skill. Responsibilities Supervise, coach, monitor, and develop customer service representatives. Perform quality monitoring for all agents, ensuring desired levels of customer satisfaction are achieved. Approve stewardship reports, and individual development plans are actively engaged for all employees. 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 timely coaching and constructive feedback. Ensure training needs of employees are met. Qualifications 3-5 years people management experience in Customer Service and Contact Centers with direct experience supervising/leading teams of 15-20 or more employees. Strong understanding of effective performance management principles. Bachelors Degree. Experience in Information Technology preferred as well as business, communications, finance, accounting, computers or equivalent. 1-3 years of work experience in IT Support preferred. Knowledgeable of computers, functionality, and applications. Must have excellent interpersonal, team building, coaching and customer service skills. Ability to coach, develop action plans and provide effective feedback. Ability to work under pressure and attain deadlines. Professional demeanor and strong written/oral communication skills Tagalog Language skill strongly preferred. 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.