Job Overview The Team Leader is accountable for the day-to-day supervision of a group of call center associates. This role ensures performance metrics are achieved by providing adequate coaching, motivation and accountability. Main Responsibilities - Supervise the daily activities of a team of call center associates including work and attendance monitoring in accordance with organizational 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 customers meets contractual Key Performance Indicator ('KPIs') and financial expectations. - Communicate expectations to employees and provide timely updates. - Provide subject matter expertise in handling escalated customer calls as needed. - Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities. - Stay current on internal work processes, policies and procedures. Attend required manager development training. - Promote company values through both behavior and attitude, including being an advocate for team members. Key Skills and Qualifications This role requires strong leadership skills, excellent communication and interpersonal skills, and the ability to motivate and coach direct reports to achieve performance metrics. The ideal candidate will have a strong understanding of call center operations and be able to analyze data to identify areas for improvement. They will also have the ability to think critically and make sound decisions in a fast-paced environment. Benefits This role offers a competitive salary and benefits package, including opportunities for career advancement and professional development. The company is committed to providing a positive and supportive work environment that encourages teamwork and collaboration. About Us We are a leading provider of customer experience solutions, dedicated to delivering exceptional service to our clients and their customers. Our team is passionate about helping others and making a positive impact in our community.