Operations Team Leader

About the role

Supervisor role in a call center production environment, reporting to the Operations Manager. Directly supervises 10-25 employees and is responsible for monitoring associate productivity, coaching and development, performance management, and ensuring adherence to company and client policies.

Key responsibilities

• Monitor associates' real-time productivity to achieve production and revenue goals
• Coach and develop associates to improve quality, performance and productivity, and develop and implement goals and action plans as needed
• Address associate performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling
• Motivate and reward associates using company and client incentive programs to drive results and maximize performance
• Ensure associates adhere to company and client policies and standards
• Track and report associates' daily performance and productivity
• Monitor and maintain work volume statistics
• Monitor associate calls to ensure employees are meeting demeanor, accuracy, and conformity to company and client policies
• Take escalated customer calls, answer questions, and recommend corrective services to address customer complaints
• Assist in determining work procedures, prepare work schedules, and expedite workflow
• Maintain attendance records for associates using the timekeeping system, review attendance daily, and edit as necessary to ensure accurate payroll processing
• Complete and present associates' annual performance appraisals
• Conduct job candidate interviews and make hiring decisions with assistance from HR