Team Leader- Operations

Responsible for managing the operational workflow, coaching and developing frontline specialists, and promoting exceptional customer satisfaction to frontline specialists. Understands contact center metrics and implementation of strategic goals and processes.

Key Responsibilities

Handle stretch assignments designed to increase business acumen.

Manages front-line employees by providing appropriate direction, coordinating unit activities, monitoring employee/unit performance, formulating and implementing action plans, recommending work procedures, and directing workflow.

Conduct performance reviews, evaluates employee potential and recommends employee promotions, merit increases, or terminations.

Anticipates workflow levels through effective planning and can adjust resources to ensure work is completed and unit goals are met.

Establish/communicate job performance standards and work procedures.

Creates a positive and satisfying work environment using recognition, empowerment, listening, valuing diversity, and acting as a role model for others.

Serve as mentor leader to new leaders within respective business unit.

Identify training needs, coordinates with Education/Training Division, and ensures completion of effective training.

Interview applicants and recommend hire.

Makes recommendations for process improvements and cost saving opportunities; executing key initiatives.

Education

4 year Bachelors Degree (Preferred)

Experience

3 or more years of experience (Preferred)

Supervisory Responsibilities

This job has supervisory duties.

Education & Experience (in lieu)

In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

Primary Skills

Call Center Management, Coaching, Customer Centricity, Customer Experience Management, Digital Literacy, Inclusive Leadership, Learning Agility, Performance Management (PM), Relationship Building, Results-Oriented