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 meets contractual Key Performance Indicators (KPIs).
The Team Leader will conduct team meetings, stay current on internal processes, and promote company values through behavior and attitude.
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.
Skills & Requirements
Must-have
day-to-day supervision of call center associates
performance metrics achievement
coaching and motivation
handling escalated customer calls
communication of expectations
implementation of management policies
Nice-to-have
develop and coach team members
work well under pressure
ability to mentor and provide direction
advocate for team members
independent judgment and discretion
Key Requirements
Associate's degree in related field
two to four years of relevant experience
Ability to lead team in multi-tasking
Manage employment status of call center associates