Team Leader

The Team Leader is responsible for providing oversight of the day-to-day operations of assigned customer program(s) during a designated shift, coaching and developing the assigned team, and ensuring the continued fulfillment of customer needs.

Requirements

• Manage a team of agents to achieve or exceed goals and key performance indicators
• Ensure agents are informed and trained on product and system updates
• Conduct business reviews and performance management activities
• Perform floor support duties as a subject matter expert on policy and procedural items
• Prepare and submit required reports to the Operations Manager
• Attend internal and external calibration sessions and other client meetings
• Perform administrative and other similar tasks as assigned
• Act as a liaison between the management / Human Resources group and the agents
• Conduct team building activities and design performance-based incentive programs

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance