Team Leader
Core
Supervise a group of call center associates to achieve performance metrics and ensure customer service KPIs are met.
Role type
Team Leader (Call Center Operations)
Builds
Customer service operations and team performance
Domain
Contact Center / Customer Support
Required skills
Coaching, performance management, disciplinary process, KPI tracking, team supervision, policy implementation, escalated call handling, team meeting facilitation
Preferred skills
Associate's degree, 2-4 years relevant experience, multi-tasking, prioritization, mentoring
Responsibilities
Supervise daily operations of call center associates, coach direct reports on performance, handle escalated customer calls, conduct team meetings, manage employment status and performance appraisals, implement corrective actions for performance issues