Job Description

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

Role and key responsibilities:

·         Responsible for the day-to-day supervision of a team of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

·         Work and attendance monitoring in accordance with organization policy and applicable legal requirements

·         Regularly impart effective coaching to direct reports, ensuring consistent high performance delivery

·         Identify performance related issues, develop an action plan for improvement and  implement corrective actions

·         Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations

·         Communicate expectations to employees and provide timely updates

·         Provide subject matter expertise in handling escalated customer calls as needed

·         Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities

·         Stay current on internal work processes, policies and procedures. Attend required manager development training programs

Minimum skills & knowledge:

·         Associate degree in related field with  four years of relevant experience - preferred with minimum one year as TL in International voice process

·         Highly motivated individual with skills to develop and coach team members to achieve performance expectations

·         Work well under pressure and follow through on items to completion

·         Strong oral and written communication skills

·         Ability to lead team members, multi-tasking, prioritization and meeting timelines of deliverables

·         Ability to mentor, coach and provide direction to team members

·         Willingness to work in a flexible schedule, night shifts in US process