Team Leader, Operations - Bilingual
Core
Supervise a group of call center associates to ensure performance metrics and customer service KPIs are achieved.
Role type
Team Leader, Operations (Call Center)
Builds
Call center operations and customer service delivery
Domain
Business Process Outsourcing (BPO) / Customer Support
Required skills
Coaching and mentoring, performance management, conflict resolution, policy enforcement, team scheduling, escalated call handling
Preferred skills
Associate's degree, 2-4 years relevant experience, bilingual communication
Technologies
None stated
Responsibilities
Supervise daily operations and attendance, coach direct reports on performance, handle escalated customer calls, conduct team meetings, manage employment status (hiring, firing, promotions), implement corrective actions for misconduct.
Seniority
Manager, supervises non-exempt employees