Team Leader (Temporary)
Core
Supervise a group of call center associates to ensure performance metrics and customer service KPIs are achieved.
Role type
Team Leader (Operations)
Builds
Customer service operations for clients
Domain
Call center / Customer support
Required skills
Team supervision, performance coaching, corrective action planning, KPI management, escalated call handling, team meeting facilitation, process adherence
Preferred skills
Mentorship, multi-tasking, prioritization, flexible scheduling
Technologies
None stated
Responsibilities
Supervise daily operations of call center associates, coach direct reports on performance, identify and resolve performance issues, ensure service meets contractual KPIs, handle escalated customer calls, conduct team meetings, stay current on internal policies
Seniority
Individual Contributor