Job Description
Job Title: Team Leader, Operations (Aspiring To Be - 100% required)
Responsibilities
- Day‑to‑day supervision of a group of call center associates, including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
- Effectively coach direct reports on 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 KPIs and financial expectations.
- Communicate expectations to employees and provide timely updates.
- Provide subject‑matter expertise in handling escalated customer calls when needed.
- Conduct team meetings to ensure expedient communication of relevant information and serve as an open forum for input. <...