Team Leader | International Account

As a Call Center Team Lead at Support Services Group, this is your opportunity to:


+ Be responsible for directly managing a staff of associates

+ Implement a daily operations governance process to analyze, prioritize and deliver daily, weekly, monthly targets

+ Collaborate with site leadership in creating Call Center reports (production, productivity, priority and forecasting) to meet and exceed all production Service Level Agreements (SLA)

+ Collaborate with leadership and quality team to understand and establish a robust Quality program - to measure, analyze, root cause analysis and take and take Corrective Actions as needed

+ Establish a transparent communication plan with Call Center leadership to address issues, concerns and take preventive measures to avoid service quality issues ·

+ Ensure setting smart goals for team members and provide regular feedback, appraisal and coaching to ensure performance

+ Be respons...