Sr. Team Leader
Core
Supervise call center associates and mentor Team Leaders to achieve performance metrics and customer KPIs.
Role type
Senior Team Leader (Call Center Operations)
Builds
Customer engagement services meeting contractual KPIs
Domain
Business Services / Customer Engagement
Deliverable
client delivery
Required skills
Team supervision, performance coaching, corrective action planning, KPI management, conflict resolution, meeting facilitation, process adherence
Preferred skills
Technical background, hardware proficiency, Associate's degree, 2-4 years experience
Responsibilities
Monitor work and attendance, coach direct reports weekly, handle escalated customer calls, conduct team meetings, implement corrective actions up to termination, promote company values
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