Team Leader - Operations
Core
Supervise call center associates to ensure performance metrics and customer service KPIs are met.
Role type
Operations Team Leader (Call Center)
Builds
Customer service operations and team performance
Domain
Business Process Outsourcing (BPO) / Call Center
Required skills
Coaching, performance management, conflict resolution, policy enforcement, team scheduling, KPI tracking
Preferred skills
Associate's degree, 2-4 years relevant experience, mentorship, multi-tasking
Responsibilities
Supervise daily operations of call center associates, coach direct reports on performance, handle escalated customer calls, manage employee status (hiring, firing, promotions), conduct team meetings, implement corrective actions for performance issues
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