Teamleader
Core
Supervise call center associates to ensure performance metrics and customer service KPIs are achieved.
Role type
Operations Team Leader (Call Center)
Builds
Customer service operations for a call center
Domain
Business Process Outsourcing (BPO) / Customer Support
Required skills
Team supervision, performance coaching, KPI management, conflict resolution, policy enforcement, employee relations, scheduling, process adherence
Preferred skills
Associate's degree, 2-4 years relevant experience, mentorship, multi-tasking, prioritization
Technologies
None stated
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, enforce organizational policies
Seniority
Manager, supervises non-exempt employees
