Operations Team Leader - Contact Center

Position Overview:

The Team Leader plays a crucial role in guiding and developing our Customer Support Representatives (CSRs) to deliver exceptional service for one of the world's leading tax preparation services. This role requires a unique blend of leadership skills, operational excellence, and emotional intelligence to drive team performance while fostering individual growth.

The Team Leader role will provide direction and guidance to a team of Customer Support Representatives to ensure consistent achievement of key performance metrics. Ensure all transactions are handled professionally, and with efficient resolution. Achieve, measure, report and communicate goal attainment for assigned team. Ensure accurate and timely communication of issues to the Operations Manager. Coach, mentor, and develop agent team for skills expansion...