Operations Team Lead

Reporting to the Contact Center Manager, the Team Leader is responsible for managing and developing a team of contact center Agents, and fostering a positive teamwork environment to ensure we consistently deliver department KPI's and exceed our customers' expectations. This position plays a crucial role in supporting the Agents to achieve first call resolution through the matching and alignment of customer's needs/wants with the product/service offerings of our company, and the accurate guidance/navigation of the assigned websites under our responsibility. The incumbent will ensure that Agents develop a proper understanding of the assigned portfolio, programs, products and policies to effectively deliver in all situations while addressing customer concerns with a customer-focused approach and adhere to commitments.

Role And Responsibilities:

• The individual in this role must be team-oriented, having a strong customer focus and results-driven with a creative approac...