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 c...