Team Leader - Operations

As a Team Supervisor, you will be responsible for supporting, coaching, developing, and supervising a group of Customer Service Agents in an inbound call center environment. Your day-to-day tasks will include work assignment, attendance monitoring, providing input into selecting, training, developing, and completing performance management and appraisal of work groups. You will also be required to conduct performance appraisals, maintain accurate documentation on direct reports, review productivity statistics, provide constructive feedback, ensure training needs are met, resolve escalated customer issues, hold team meetings, communicate process and client changes, promote center communication tools, administer Recognition and Rewards programs, and perform any additional duties as assigned. Your key responsibilities will include: - Coaching agents for optimal performance - Conducting performance appraisals - Maintaining accurate documentation on direct reports - Reviewing productivity statistics and providing feedback - Providing Subject Matter Expertise and ensuring training needs are met - Completing client related training and updating agents - Resolving escalated customer issues - Holding regular team meetings - Communicating process and client changes in a timely manner - Promoting the use of all center communication tools - Administering Recognition and Rewards programs - Performing any additional duties as assigned Qualifications required for this role: - Prior Call Center Experience, preferably in a leadership role - Management Experience Commitment to ethics and equal employment opportunity is highly valued in our organization.,