Operations Team Leader Pioneer Account Chat Support
Full-time
Advanced Call Center Technologies
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. Open to Tenured Agents who want to be a first time Team Leader for this pioneer program.
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
Vacancy posted 1 day ago
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