Team Leader, Operations
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
Customer service operations for call center associates
Domain
Business Services / Call Center Operations
Required skills
Coaching and mentoring, performance management, team supervision, conflict resolution, policy implementation, data analysis for KPIs, scheduling, stakeholder communication
Preferred skills
Associate's degree in related field, 2-4 years of relevant experience, ability to work under pressure, flexible schedule availability
Technologies
None stated
Responsibilities
Supervise daily operations of call center associates, coach direct reports on performance, handle escalated customer calls, conduct team meetings, manage employee performance appraisals and disciplinary actions, ensure adherence to internal policies and KPIs
Seniority
Manager, supervises non-exempt employees