The role of Team Leader involves overseeing the day-to-day supervision of a team of call center associates. This position requires ensuring performance metrics are met by providing coaching, motivation, and accountability.
Key Responsibilities
* Supervise call center associates, including work and attendance monitoring in accordance with organizational policies and applicable laws.
* Effectively coach direct reports on their performance to ensure minimum weekly performance metrics are achieved.
* Identify performance-related issues, develop action plans for improvement, implement corrective actions, and take disciplinary measures up to termination.
* Ensure customer service meets contractual Key Performance Indicator (KPI) expectations and financial targets.