Job Overview
The Team Leader, Operations is a leadership role responsible for supervising a team of call center associates. This position ensures the achievement of performance metrics by providing coaching, motivation, and accountability.
Key Responsibilities:
* Spearhead the day-to-day supervision of a group of call center associates, including work and attendance monitoring in accordance with organizational policies 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 Indicators (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.
Qualifications and Skills:
* A relevant degree and two to four years of experience in a similar role.
* A highly motivated individual with skills to develop and coach team members to achieve performance expectations.
* Ability to work well under pressure and follow through on items to completion.
* Strong communication skills, both written and verbal.
* Ability to lead teams in multi-tasking, prioritization, and meeting timelines on deliverables.
* Ability to mentor, coach, and provide direction to a team of employees.
Career Level Description:
This role receives assignments in tasks-oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized lines of business. Decisions are guided by policies, procedures, and business plans; receives guidance and oversight from a manager. Drives direct reports to achieve set metrics and business goals through coaching, mentoring, and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple but closely related tasks.
* Manage the employment status of call center associates and participate in the transfer, promotions, or regularization of call center associates, which is necessary before any such employee-movement is made.
* Exercises independent judgment and discretion in the performance of the said main function as a means to implement management policies.
* Exercises authority to manage the employment status of a group of employees (firing, promotion, regularization, etc.) including identifying and addressing misconduct, policy, and process violations of call center associates.
* Stay current on internal work processes, management policies, and procedures and ensures implementation of the same. Implement management policies.
* Support and manage the program together with other Team Leaders and Managers.
* Providing input into selecting, training, developing, and completing performance appraisal of work groups in accordance with the organization's policies and applicable legal requirements.
* Manage team members on their performance on a regular basis, and write and deliver performance appraisals.