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 involves identifying performance issues, developing action plans, implementing corrective actions, and ensuring service delivered to customers meets contractual Key Performance Indicators and financial expectations.
The position requires subject matter expertise in handling escalated customer calls, conducting team meetings, and staying current on internal work 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.