Team Leader
Core
Supervise a group of call center associates, monitor work and attendance, and ensure service delivery meets KPIs and financial expectations.
Role type
Team Leader (Call Center)
Builds
Customer engagement services
Domain
Business Services / Customer Support
Required skills
Coaching, performance management, KPI tracking, communication, mentoring, scheduling, process adherence
Responsibilities
Supervise call center associates, monitor work and attendance, coach team members, handle escalated customer calls, conduct team meetings, ensure KPI compliance
Seniority
Mid-level, hands-on IC
