About the Role
Description
The Sr Team Leader is responsible for the day-to-day supervision of a group of call center associates and serves as a mentor and coach to a group of Team Leaders. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability of both associates and team leaders.
Essential Functions/Core Responsibilities
• Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation
• Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
• 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’...
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