The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Essentials Functions / Core Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates, including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance regularly to ensure performance metrics are achieved at a minimum weekly rate
• Identify performance-related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicators (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide tim...