Job Description
Job Title
Team Leader, Operations - Bilingual
Job Description
Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates, ensuring performance metrics are achieved by providing adequate coaching, motivation and accountability.
Essential 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 on a regular basis to ensure performance metrics are achieved at a minimum weekly.
- 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 Indicator ('KPIs') and financial...