Job Description
The Sr. Team Leader is responsible for the day-to-day supervision of a group of call center associates and serves as a mentor and coach to a group of Team Leaders. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability of both associates and team leaders.
Essential Functions/Core Responsibilities:
- Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation
- Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
- Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
- Communicate expectations to ...