
Team Lead
2 days ago
Job Title: Team Leader Operations
We are seeking a highly motivated Team Leader to lead a group of call centre associates.
Responsibilities:
- Supervise the day-to-day activities of a team, ensuring high performance delivery and adherence to policies and legal requirements.
- Coaches direct reports to achieve their full potential.
- Identify areas for improvement and implement corrective actions.
- Ensure service 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.
- Facilitate Team Meetings for expedient communication and input.
- Schedule and organize team activities.
- Stay current on internal work processes, policies, and procedures.
- Attend manager development training.
- Promote organizational values through example.
- Maintain Client Service Level Agreements and implement improvement plans as needed.
- Ensure operations comply with active contracts.
- Create a positive work environment through employee engagement.
Required Skills and Qualifications:
- A related field degree with two to four years of relevant experience is preferred.
- Highly motivated individual with skills to develop and coach team members.
- Excellent oral and written communication skills.
- Able to lead team members, multi-tasking, prioritization, and meeting timelines.
- Able to mentor, coach, and provide direction to team members.
- Willingness to work in a flexible schedule.
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