Team Leader, Operations
Core
Supervise call center associates to ensure performance metrics and customer service KPIs are achieved.
Role type
Team Leader, Operations (Call Center)
Builds
Customer service operations for clients
Domain
Business Process Outsourcing (BPO) / Customer Support
Required skills
Coaching, performance management, team supervision, KPI tracking, conflict resolution, process adherence, meeting facilitation, schedule management
Preferred skills
Associate's degree, 2-4 years experience, handling escalated calls, multi-tasking, prioritization, mentoring
Responsibilities
Supervise daily activities of call center associates, coach direct reports on performance, identify and resolve performance issues, ensure contractual KPIs are met, handle escalated customer calls, conduct team meetings, monitor attendance and work quality
Seniority
Individual Contributor, Team Lead
