Job Description
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 escalated customer calls as needed.
Conduct te...