Job Description The Operations Team Leader oversees daily activities of a group of call center associates. Ensuring performance metrics are met by providing coaching, motivation and accountability is their primary responsibility. Key Responsibilities: - Oversees the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with policy and legal requirements. - Effectively coaches direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly. - Identifies performance related issues, develops an action plan for improvement, implements corrective action, up to and including termination of employment. - Ensures service delivered to our customers meets contractual KPIs and financial expectations. - Communicates expectations to employees and provides timely updates. - Provides subject matter expertise in handling escalated customer calls as needed. - Conducts Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedules and organizes team activities. - Remains current on internal work processes, policies and procedures. Attends required manager development training. - Promotes company values through behavior and attitude, including being an advocate for team members.