Sr. Team Leader, Operations

Responsibilities

• Lead team members, fostering their professional development and growth through effective coaching, communication, and promotion of teamwork and cooperation.
• Coach direct reports regularly to ensure performance metrics are achieved.
• Identify performance-related issues, develop action plans, implement corrective action, and, if necessary, manage termination of employment.
• Ensure service delivered to customers meets contractual Key Performance Indicators (KPIs) and financial expectations.
• Communicate expectations to employees and provide timely updates and changes.
• Provide subject‑matter expertise in handling escalated customer calls as needed.
• Manage team metrics and retention goals; participate in discussions about attrition causes and root reasons.
• Collaborate with Site Leadership to develop actions that reduce attrition where possible.
• Provide feedback to team members on call c...