Team Leader OPeration

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

Regularly impart effective coaching to team members, enabling consistent high performance delivery

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

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

Promote CNX values- walk the talk and lead by example

Key skills and knowledge:

Associates degree in related field with two to four years of relevant experience preferred

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

Work well under pressure and follow through on items to completion

Strong communication skills, both written and verbal

Ability to lead team members, multi-tasking, prioritization and meeting timelines o f deliverabl es

Ability to mentor, coach and provide direction to team members

Willingness to work in a flexible schedule

Educational qualification: Graduation