Operations Team Leader

Job Description

Coaches a team of 10-20 Engagement Specialists.Coaches and develops team in all areas of performance including, but not limited to quality, quantity, productivity, and attendance. Monitors individual calls and provides feedback regarding quality and call handle time.

Key Responsibilities:

• Presents monthly achievement levels and goals to assigned team and coaches individual team members to ensure improvement and efficient productivity is achieved.
• Writes and conducts performance evaluations, may assist in the employment decision, sets performance goals and objectives, and provides Engagement Specialist pay rate decisions to each team member during the salary increase process.
• Manages employee issues regarding attendance, performance, conduct, and delivers appropriate corrective action as needed.
• Responsible for communicating policy updates and company information through team meetings, pre-shift briefings and one-on...