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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 employees and provide timely updates and changes

   • Provide subject matter expertise in handling escalated customer calls as needed

   • Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities

   • Stay current on internal work processes, policies and procedures. Attend required manager development training

   • Supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

   • Complete shift-wide projects that aim to increase productivity, quality or other KPI

   • Promote the Company's values through both behavior and attitude, including being an advocate for your team members

Disclaimer  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

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