Opportunity Description
Team Leader, Operations (aspiring to be 100%)
The Team Leader, Operations is responsible for the day‑to‑day supervision of a group of call centre associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
Essential Functions / Core Responsibilities
- Responsible for the day‑to‑day supervision of a group of call centre associates including work and attendance monitoring in accordance with organisation policy and applicable legal requirements.
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
- Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.
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