Team Leader, Operations

Team Leader, Operations

The Team Leader, Operations is responsible for the day‑to‑day supervision of a group of call center associates to ensure performance metrics are achieved by providing coaching, motivation, and accountability.

Responsibilities

• Supervise a group of call center associates, including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
• Identify performance related issues, develop an action plan for improvement, implement corrective action up to and including termination of employment.
• Ensure service delivered to customers meets contractual Key Performance Indicator (KPIs) and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling esca...