Team Leader, Operations

Job Title: Team Leader, Operations

The Team Leader, Operations is responsible for the day‑to‑day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Essential Functions / Core Responsibilities

• Supervise a group of call center associates, including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Coach direct reports on 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, and up to and including termination of employment.
• Ensure service delivered to customers meets contractual Key Performance Indicator (KPIs) and financial expectations.
• Communicate expectations to employees and provide t...