Job Title: Team Leader, Operations (only for current TLs)

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Essential Functions / Core Responsibilities

• Responsible for the 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 their 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 our customers meets contractual Key Performance Indicator (KPI...