Team Leader

Team Leader is responsible for providing oversight of the day-to-day operations of assigned customer program(s) during a designated shift. This position will assist management with customer escalations and monitoring of critical processes. Team Leader is responsible for coaching and developing their assigned team. This position is responsible for providing the necessary tools and support for the team to perform its tasks and ensure the continued fulfillment of our customers’ needs.

Responsibilities

• Manage a team of agents to achieve or exceed goals and key performance indicators by periodic coaching and mentoring.
• Ensure that agents are informed and trained on product and system updates necessary to perform their tasks effectively.
• Conduct business reviews and performance management activities to assist in the agents’ continuous development.
• Perform floor support duties as a subject matter expert on policy and procedural items...