Team Lead Operations

• Reviews agent performance results daily to ensure all goals are met or exceeded
• Analyzes and trends agent KPI/Sales performance
• Identifies performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback
• Monitors and assesses employee calls to drive performance improvement plans
• Ensures agent calls are aligned with Quality Assurance objectives and targets, and CSAT expectations
• Be hands-on and demonstrates a desire to help Global Agents by building effective working relationships, driving individual responsibility, and accountability, and contributing to the site s successful performance
• Teaches and improves up-selling and technical skills (i.e. improved call handling, navigation and Product information research etc)
• Reviews and distributes procedure changes/updates in a timely manner. Ensures agents understand changes and are aligned with organizational/site goals
• Plans and conducts team meetings to share information, calibrate knowledge and performance, and motivate agents to learn and excel
• Attends assigned Leadership Calibrations
• Assists and tracks agent password resets Assists, tracks, and coordinates issues with supporting departments, such as IT (computers, headsets, software, etc), HR (payroll issues), and Workforce (overtime, attendance tracking, etc.)
• Administers HR and Department policies as instructed Conducts annual reviews/PACS/E-valuation
• Presents his/her team s performance in a business review format either weekly or monthly
• Supports and enforces

o Code of Conduct o Compliance Requirements and Procedures o Dress Code o English Only Policy o Attitude/Behavior o Integrity o Call Handling Drives teamwork and team performance