Team Leader
Core
Supervise a group of call center associates, monitor work and attendance, and ensure service delivery meets contractual KPIs and financial expectations.
Role type
Team Leader (Call Center Operations)
Builds
Customer engagement services for global clients
Domain
Business Services / Customer Support
Required skills
Coaching and mentoring, performance management, KPI tracking, conflict resolution, team scheduling, process adherence
Preferred skills
Associate's degree in related field, 2-4 years of relevant experience, flexibility with schedule
Technologies
None stated
Responsibilities
Supervise daily operations of call center associates, coach team members to achieve performance expectations, handle escalated customer calls, conduct team meetings, monitor attendance and work quality
Seniority
Mid-level, hands-on IC