Job Title: Team Leader, Operations (Aspiring To Be - 100% required)

Responsibilities

• Day‑to‑day supervision of a group of call center associates, including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Effectively 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, up to and including termination of employment.
• Ensure service delivered to customers meets contractual KPIs and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject‑matter expertise in handling escalated customer calls when needed.
• Conduct team meetings to ensure expedient communication of relevant information and serve as an open forum for input. <...