Team Leader, Service
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 and team performance
Domain
Business Process Outsourcing (BPO) / Customer Support
Required skills
Coaching and mentoring, performance management, conflict resolution, policy enforcement, team scheduling, escalated call handling, data monitoring
Preferred skills
Associate's degree, 2-4 years relevant experience, multi-tasking, prioritization, flexible scheduling
Responsibilities
Supervise daily team activities and attendance, coach direct reports on performance, handle escalated customer calls, conduct team meetings, manage employee status changes (transfer, promotion, regularization), enforce company policies and procedures.
Seniority
Manager, supervises non-exempt employees