The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates, ensuring performance metrics are achieved through coaching, motivation, and accountability
Job Summary
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates, ensuring performance metrics are achieved through coaching, motivation, and accountability.
This role requires identifying performance issues, developing action plans, implementing corrective actions, and ensuring service meets contractual Key Performance Indicators and financial expectations.
The position involves communicating expectations, providing updates, handling escalated calls, conducting team meetings, and staying current on internal processes and policies.
Matching Summary
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates, ensuring performance metrics are achieved through coaching, motivation, and accountability.